The Enterprise Support Coordinator embraces the corporate vision and philosophy by providing quality service support that is personalized, exceeding the specific needs of each client with courtesy, accuracy, timeliness, effort, and enthusiasm. The Enterprise Support Coordinator leads the setup, onboarding, and Level 2 support operations for AccuWeather for Business (AFB) clients as a member of AccuWeather’s Customer Support Team. This individual will manage the integration of AFB client support into AccuWeather’s Customer Support team and be responsible for the continuous improvement of AFB customer support processes.
This position is approved for remote work, but must be available to receive incoming customer calls between 9am and 5pm CT.
DUTIES AND RESPONSIBILITIES
With the purpose of evolving AccuWeather into a world class weather provider with outstanding customer service, the Enterprise Support Coordinator is a centralized point of contact for customers both internally and externally. Responsibilities include:
- Thoroughly research, learn and understand all facets of customers’ requests.
- Assist customers by identifying and analyzing their needs to ensure high customer satisfaction, growth, and retention of business.
- Providing direct technical and account support for AFB clients.
- Delivering live platform training sessions and demos to AFB clients and prospects.
- Collaborating with internal teams to complete client setup, onboarding, and support processes.
- Managing the setup, initial onboarding communications, and activation of new service accounts.
- Contributing to the integration of AFB support processes into corporate support procedures
- Supporting AFB sales operations through technical consultation.
- Work internally to resolve each ticketed issue in queue, conferring with other AccuWeather personnel for resolution.
- Update customer via the phone or email with status of issue and estimated time for resolution.
- Coordinate and assess technical product support per clients needs.
- Monitor internal communications to alert others of potential issues affecting service.
- Monitor email and phone calls for metric purposes, ensuring that quality standards are upheld.
- Offer input for product improvements or enhancements from knowledge gained by client issue resolution.
- Collaborates closely with Specialists to ensure processes are followed.
- Support a learning culture and foster teamwork.
- Other duties may be assigned.
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.
- Four years of experience providing business-to-business customer service.
- Conceptual knowledge of meteorology, ideally a BS in Meteorology.
- Basic knowledge of Linux/UNIX and MS Office.
- Exceptional customer service and communications skills, both written and verbal
- Demonstrated ability to consistently build and maintain strong working relationships with representatives from other departments.
- Ability to work with a sense of urgency, both in communicating technical issues and resolving them.
- Strong verbal and written communication skills.
- Professional and pleasant telephone manner with ability to listen actively and communicate effectively.
- Ability to maintain composure in stressful situations.
- Ability to multi-task.
- Sound solving skills and ability to solve customer issues in an efficient and courteous manner.
- Ability to navigate the internet and web-based programs.
- Strong work ethic and demonstrates excellent record of attendance and punctuality.
- Meteorology background preferred
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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. The noise level in the work environment is usually quiet.
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.