Client Management Service Manager

Job Title: Service & Client Coordinator – Administrator Location: Monterrey, MX (Hybrid)
Department: Service (Customer Support)
Reports to: Customer Support Manager

SKIDATA is a global leader in access control solutions. Our solutions are found in ski resorts, shopping malls, major airports, municipalities, sports stadiums, trade shows and amusement parks around the world. Headquartered in Salzburg, Austria, and with 23 subsidiaries around the globe, with approximately 1000 professionals internationally apart of the SKIDATA team. SKIDATA is looking for a Service & Client Coordinator to join our Support Center team. This team member will help ensure that our 1000 SKIDATA installations in North America are able to continue operating at their optimal level. This agent will be responsible for supporting customer service activities for enhancing productivity and performing specific regions. Responsible for scheduling all service request orders and preventative maintenance visits and reconciling against all incoming requests to ensure successful completion/response concerning agreed service contracts or priorities. Support customers by following via phone, email, or service tool and serve as a point of contact for questions regarding open/closed service request orders, and other service-related inquiries, from internal and external customers; Responsible for successful scheduling of service requests and primary point of contact on scheduling concerns, issues, or questions from internal or external customers.
assign service request orders appropriately, demonstrating an understanding of the issue at hand.
Contact the customer on issues and concerns regarding any assigned service order and resolve any dispute. ensure exceptional customer service is maintained.
Assist with efficiently planning field service technician/engineer's schedule and prepare for unexpected changes. Also, confirm set schedules with the customer, service managers, and Project Managers. Ensure daily service requests are assigned to technicians/engineers in the region.
Daily audit of service order invoices and properly invoice with the correct billing information and collaboration with the corresponding departments to correct any master data issues or inconsistencies.
Follow up and address customers feedback or concerns from surveys and escalate to the appropriate department if needed.

This is an experienced level position within the Service/Customer Support Department. A minimum of 5+ years’ experience working in a service support environment working in a customer service, billing or accounting support role for a mid to large size company. Experience working in a high-volume call center preferred.
Exceptional customer service skills.
Must have strong critical-thinking skills to be able to quickly analyze, isolate and resolve billing issues.
Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Service Management software or ERP system is a plus.
Fluency in English (verbal and written).
Fluency in Spanish (verbal and written).
The ability to work independently all while keeping others informed of your processes and progress via multiple avenues – including ERP System, email, and/or phone.

A minimum of 5+ years’ experience working in a service support environment working in a customer service, billing or accounting support role for a mid to large size company. Experience working in a high-volume call center preferred. Billing or Accounting Certifications a plus.

Monday through Friday – 6AM - 3PM Monterrey time March to November and then 7AM - 4PM November to March (to observe daylight savings for clients in the U.Hybrid role requiring in-office presence on Wednesday's & Thursday's