Service Administrator

The Service Administrator is responsible for administering various repair-related tasks such as updating customer files, generating, and processing SROs. Working with customers on repair, warranty and part inquiries and orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, other duties may be assigned:

• Update Salesforce customer files, cases and assets (i.e. Serial numbers; warranties; contacts; facilities).
• Prepare and provide repair, warranty, and part estimates to customers using various forms communication including phone calls, emails.etc.
• Responsible for pharmacy automation service repair tracking and order processing.
• Part orders as required
• Update eCommerce portal as needed.
• Ensure response times are met and then follow through to ensure customer satisfaction.
• Cooperatively provides hands-on job function training to co-workers as needed.
• Must understand and comply with 5S, ISO, and other corporate programs, initiatives and safety protocols, which includes being free from the influence of drugs, alcohol, or any substances that may impair physical or mental abilities. Compliance with company substance use policies is required to ensure a safe work environment.
• Dependable and consistent attendance is critical for team performance and productivity.
• Provide exemplary customer service to both internal and external customers in a timely manner.
• Other duties or special projects as assigned.

SUPERVISORY RESPONSIBILITIES

None

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

• High school or GED or equivalent
• Must possess strong technical skills and understanding

• Must possess and demonstrate high quality customer service skills as well as strong organizational and documentation skills
• Excellent verbal and written communication skills are required 
• Strong team skills and the ability to work effectively with internal and external groups as part of various initiatives
• Demonstrated expert knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
• Excellent organizational, interpersonal and time management skills

LANGUAGE SKILLS
Ability to read, write, verbalize and comprehend instructions and correspondence at the highest levels in the English language.  Ability to professionally respond to both internal and external communications; ability to effectively develop, write and orally discuss and/or present information to colleagues, management, and/or customers.  Excellent interpersonal skills.  Excellent verbal and written communication skills. Knowledge of Spanish and French a plus.

MATHEMATICAL SKILLS

Ability to add, subtract and calculate basic prices and margins.

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. Ability to define problems, collect data, establish facts and draw valid conclusions.

CERTIFICATES, LICENSES AND REGISTRATIONS

HIPAA certification required through Capsa

COMPUTER SKILLS

Demonstrated expert knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.). Experience with Salesforce CRM platform a plus. 

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.   This position requires the incumbent to stand, climb or balance, stoop, kneel, crouch, or crawl occasionally and regularly requires walking, sitting, talking, and using hands to finger, handle or feel. The employee may occasionally lift, push or pull up to 30 pounds.  The employee will be required to use a computer for extended periods of time and talk on the phone.

Specific vision abilities required by this job are close, distance, color and peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   The noise level in the work environment is usually moderate.

 Capsa Healthcare believes that each employee makes a significant contribution to our success.  That contribution should not be limited by the assigned responsibilities.   Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the individual nor the organization to just the work identified.   It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.