Client Support Specialist – Technical and Mechanical – White Bear Lake, MN – Full-Time

CLIENT SUPPORT SPECIALIST – Full-Time – White Bear Lake, MN

Hourly rate based on experience

Hours of availability – between the hours of 6am EST and 7pm EST, Monday through Friday (exact working hours to be determined).

Full-time benefits; and Bonus eligible

BENEFITS

Smarte Carte Inc. offers competitive pay, and outstanding benefits including; Group Health Insurance; Medical & Dental, Company Paid Life Insurance, Company Paid Short-Term Disability, Matching 401k, Paid Time Off, Paid Holidays, Wellness Reimbursement Program and More!          

COMPANY BACKGROUND:

Smarte Carte, Inc. is the leading concessionaire of self-serve vended luggage carts, electronic lockers, commercial strollers and massage chairs, as well as other passenger and guest services.

Smarte Carte is headquartered in St. Paul, MN and has operations in the United States, Canada, Australia, New Zealand, United Kingdom, Sweden and Singapore.  

Are you looking for a job with a flexible schedule, great pay, and a fantastic work environment? Are you looking for a place to develop and build your career? Do you like to have your voice heard and be involved in process improvements? Then Smarte Carte is the place for you! A positive attitude and willingness to learn are the top qualities for our ideal candidate. Smarte Carte prides itself on having a diverse and inclusive workforce. All genders, ethnicities, and backgrounds are encouraged to apply. Smarte Carte is focused on being environmentally responsible by owning/operating recyclable equipment and reducing our carbon footprint.

BASIC JOB FUNCTION:

The Client Support Specialist is responsible for ensuring all service commitments are met for a large national account. This includes ful-filling all product and system support requirements, managing service reporting, opening and closing service requests, and technical support for field teams.  Critical to this role is creating a professional, collaborative, positive and trust-based relationship with the client.

KEY RESPONSIBILITIES:   

• Technical Support

• Primary technical support contact for field personnel for Tier 1 equipment issues.
• Ability to work with senior technical team members to resolve complex or Tier 2 equipment issues.
• Responsible for managing service for all locations and communicating via phone and email on a regular basis
• Assist with the building of parts lists, training materials and resources for field personnel. Once comfortable with the equipment, will be the point person for all training materials for field personnel.

• Communication

• Manage hourly communication with client representatives
• Collaborate with cross functional teams to update service request statuses, issues or concerns
• Act as liaison between SCI and client representatives
• Represent SCI on weekly calls with account representations to provide service updates

• Account Management

• Monitor hourly error logs to open service requests
• Maintain and communicate daily reporting on service requests
• Maintain secure key list and provide as needed
• Maintain a report of all field technicians assigned to locations and provide as needed
• Manage complaints, disputes, and customer objections daily
• Partner with internal departments to ensure all equipment moves are completed efficiently
• Other
  • Ability to travel when required to attend trainings, equipment installs and builds as needed.
  • Other duties as assigned.

QUALIFICATIONS:

• Minimum 3 years of customer service experience
• Previous account management experience a plus

REQUIRED SKILLS:      

• Friendly, positive professional demeanor; diplomatic with internal and external customers
• Strong collaborator with a natural tendency to assist others, work collaboratively, contribute suggestions and ideas, and actively engage in a wide variety of responsibilities and tasks
• Ability to interact and operate successfully with all levels of management, a diverse work force, and a wide range of capabilities and personalities
• Ability to operating independently; take ownership of issues, overcome obstacles, develop creative solutions and management of projects through conclusion
• Solutions based; ability to solve issues quickly with confidence
• Ability to complete tasks within given deadline
• Ability to work in a fast-paced environment and manage multiple projects
• Excellent written and verbal communication skills 
• Organized and detail oriented
• Advanced Word and Outlook
• Intermediate Excel (columns, rows, sorting, basic formulas, etc.)
• Available between the hours of 6am EST and 7pm EST, Monday through Friday. Working hours to be determined.

EDUCATION:

• Highschool diploma or equivalent required
• Associates or Technical degree preferred

PHYSICIAL REQUIREMENTS

• Sit for long periods of time
• Keyboard; typing for long periods of time
• View computer screen(s) for long periods of time
• Work under deadlines

Experience

Required

• 3 year(s): Customer Service

Preferred

• Previous account management experience

Education

Required

• High School or better

Preferred

• Associates or better
• Technical/other training or better

Skills

Required

• Conflict Resolution
• Decision Making
• Critical Thinking
• Computer
• Problem Solving
• Troubleshooting
• Flexibility
• Collaboration
• Multitasking
• Customer Service
• Communication
• Attention to detail
• Prioritizing

Behaviors

Required

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

Preferred

• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Required

• Self-Starter: Inspired to perform without outside help