Reporting to the Customer Service Manager or Operations Manager, the Customer Service Vault Coordinator is responsible for providing customer service, support, training customers on software portals, and administrative duties, which includes answering inbound calls and focusing on customer needs.
This position will be a backup with the Librarian duties on an interim basis, as they are responsible for processing and maintaining the media for the Data Protection area, and other duties such as Data Entry.
This position will also be a backup to the warehouse, including shredding of hard drives and tapes, and preparing shred orders. This position is also responsible for reporting and escalating any issues to their manager. This position may participate in weekly team training.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Service Duties:
Work effectively in a team environment as a positive team
Adapt to changing customer and staffing needs, with a cooperative attitude.
Customer interface – including but not limited to taking Record Storage and Document Destruction orders, providing information to clients via phone, e- mail or fax.
Greet clients, visitors and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location.
Answer, screen, and direct phone calls to staff.
Close inbound leads for appointments.
Process inbound leads and referrals.
Administrative:
Perform with administrative tasks as directed but not limited to the following:
Takes pictures of client’s boxes and imports inventory description.
File By File Description Entries.
Transmittal Spreadsheet Imports.
Cross Reference Inventories for Vended Transfers.
Communicating with Customers to confirm inventory accuracy.
Performs administrative and clerical support
Responsible for Data Storage, Record Storage and Document Destruction client on-boarding
Provide accurate inventory information to customers.
Create work order items for customers (next day, rush, web, ).
Perform work with quality, efficiency and safety at all times.
Interim Librarian Duties:
Pull and shelve computer tapes, hard drives and containers in the climate-controlled vault.
Interface with customers
Set up new accounts - assign slots, create repositories, set simple management rules, and put media into movement.
Knowledge of Checkpoint – receiving and slotting tapes, pulling and preparing deliveries.
Manage existing accounts.
Create inventory reports.
Train customers on use of our software.
Add and delete users.
Assist with billing.
Organize the daily deliveries.
Report weekly activity utilizing MS Office.
Responsible for the management of the Tapetrack software.
Tapetrack lite – setting up and managing customer access.
Tapetrack sync - its functions and set up.
Knowledge of each customers media and delivery schedule.
Facilities:
Assist Operations Manager with upkeep of the facility, such as changing lightbulbs, assisting vendors onsite and moving office furniture, while ensuring a clean and safe environment.
Security:
Keep the vault secure and clean.
Follow all chain of custody security requirements.
Warehouse duties (as a backup, if needed):
Pull and stock customer’s boxes or items utilizing a scanner for tracking:
Pulling for next day deliveries and same day rushes
Pulling for on-site client access
Pulling perm-outs
Pulling destroys
Pull destroys, palletize and scan to pre destroy placard.
Shred Hard Drives and Tapes.
Prep shred orders utilizing the bin tipper.
Receive incoming boxes from customers and restock utilizing a scanner.
Restock incoming boxes (from driver) from the staging area to the rack.
Process work orders utilizing O’Neil computer system (picking and receiving boxes for the staging area), including rush deliveries.
Perform mandated daily safety and maintenance checks on shredding equipment, inclusive of electric pallet jacks, bins and consoles.
Support office staff to process required paperwork.
Assist driver as a helper for a large off-site job.
Training:
Provide input and direction to teammates on enhancing the customer services.
Participate and may lead Six Sigma projects, as required to improve processes and efficiencies.
Promote Corodata’s Mission and Vision
Continuously promotes compliance with company policies
Safety:
Ensure the highest standards of safety, productivity and customer service are exceedingly daily.
Report any unsafe dangerous requests from customers to senior management.
Must abide by fire code to understand that a dry agent would be sprayed if a fire occurs in vault.
Other Duties:
Adhere to meal and rest periods per Company policy.
Other duties to meet business needs and requirements as assigned.
Works with confidential data, which, if disclosed, might have significant internal or external effect.
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.
COMPETENCIES:
CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
ORGANIZATIONSKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.
INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.
LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.
MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
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.
COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.
OTHER SKILLS:
Able to work
Comfortable working with customers as well as sales, accounting and other
Ability to utilize computer programs including Microsoft Office &
Requires effective decision-making skills for handling customer and teammate escalations. Calm, thoughtful response capability that displays the ability to treat everyone with respect and arrive at win-win
Ability to learn and understand the business model, and make suggestions in processes, procedures, and operations to improve branch and team effectiveness.
Ability to handle and safeguard sensitive and confidential information required.
Ability to multitasking and able to meet deadlines.
Excellent customer service skills and interpersonal skills.
Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
Excellent analytical ability.
Must be detail oriented.
EDUCATION and/or EXPERIENCE:
Required:
High School Diploma or G.E.D. required; or an equivalent of education and work experience.
Two (2) years’ experience of administrative or customer service
Proficient in MS Office preferred.
Experience integrating within a team in high-demand, customer-facing environments preferred.
Preferred:
Service industry experience highly desirable.
Experience with process improvement teams.
One (1) year experience in a similar warehouse facility.
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. Individuals are required to be able to sit or stand for long periods as needed throughout the day.
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. Individuals are required to be able to sit or stand for long periods as needed throughout the day.
Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
Handling: Seizes, helps, or works with hands.
Lifting: Proper lifting techniques required. May include lifting up to 75 pounds and pushing or pulling up to 150 pounds throughout the day. Pushing or pulling assignment may need to be done with inclines. May also include climbing or descending stairs while carrying goods up to 50 pounds.
Reaching: Extend hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.
Standing: Remains in standing position if required to perform various functions of the job.
Stooping: Bends body downward and forward by bending at knees or waist.
Vision: Reads paperwork and records on the computer.
Talking: Communications by phone, email, text, and in person.
Sitting: May be required to sit at desk. May sit for long periods of time.
Stairs: May also include climbing or descending stairs while carrying goods up to 50 pounds.
Heights: May include working at height on a loading dock up, or on a lift-gate.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.
Temp/Weather: Works in either 1) Office environment located in a secured vault with ambient room temperatures, lighting and traditional office equipment, and 2) Warehouse – may be exposed to cold temperature, and 3) Outside - may be exposed to wet and/or humid conditions, outside weather conditions and extreme
Noise: Works in office, warehouse or outside environment, with constant or intermittent
As the company grows, it may be necessary to rearrange/move cubicles at any time at the sole discretion of the company.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time, regular
Employees might be required to work late evenings or weekends depending on the business
All Overtime must be approved by manager before
TRAVEL:
Minimal. Potential training to other branch locations.
AAP/EEO STATEMENT:
The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
REASONABLE ACCOMMODATIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Required
High School or better
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
