JOB DESCRIPTION [NEW DRAFT]

Job Title: [Customer Resource Associate]

Department: [Customer Resource Coordinator

Reports To: Natalie Holtz, Supervisor

FLSA Status: [Non-Exempt]

Pay Scale: $ 19 an HR

THE JOB/THE GIST

Responsible for maintaining customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

WHO YOU ARE

You are a self-starter, a driven individual looking to provide world-class service to your clients, colleagues, and community. You are a person of integrity who strives to cultivate an open and accepting work environment where growth, accountability, and quality are valued.

WHO WE ARE

In 1971 we opened doors in Chelmsford, MA before moving headquarters to Southern California. From our inception we’ve been committed to innovation and world-class service, building off our company values of Quality, Teamwork, Respect, Honesty, Integrity, and Responsibility. Now an employee-owned company, NAVCO is one of the largest security integrators in the country, with security experts who are personally invested and dedicated to creating a safer and more financially secure environment for all.

COMPANY BENEFITS AND PERKS

• ESOP-Employee Stock Ownership Program
• 401 K Retirement Plan
• HSA/PPO health plans, dental, vision, and supplemental life insurance
• Annual Profit-Sharing Bonus
• PTO based on years of service
• 1-4 years: 13 days
• 5+ years: 18 days

• Recognition and Rewards program- Kazoo
• Social Responsibility Day (1 paid workday annually to volunteer in your community)
• 10 paid holidays
• WPYYDWYWCIAD day (We Pay You, You Do What You Want, We Call It A Day Day)
• Magellan Employee Assistance Program

HOURS: or as established by Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Responsible for scheduling NAVCO technicians to service calls
• Update and maintain customer websites with eta’s for tech arrival, status on work order, and completion notes
• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements
• Represents the first impression of NAVCO to all customers
• Monitor the processing and completion of NAVCO service requests
• Ensure required SLA’S are being communicated to NAVCO techs and subcontractors
• Oversee ordering of needed parts for completion of service requests
• Ensures accurate receipt of service requests from customers and relays that to our field service technicians in a timely manner

Other duties may be assigned to meet business needs. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Must have a High School Diploma.

Must be detail-oriented and proficient with Excel Spreadsheets and Word documents.

LANGUAGE SKILLS

Must have the ability to read and interpret instructions, correspondence, and operating

procedures. Be able to write routine reports, correspondence, and ability to effectively present information and speak to customers or employees of organization. Excellent phone etiquette and verbal communication skills required.

MATHEMATICAL SKILLS

Must have ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent and to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional appearance and business casual attire for this position. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

AAP/EEO STATEMENT

NAVCO provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, NAVCO complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. NAVCO expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of NAVCO’s employees to perform their job duties may result in discipline up to and including discharge.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Waxahachie, TX 75165: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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