Angelica Corporation Plant Cust Care Coordinator - Austin in AUSTIN, Texas
Title: Plant Cust Care Coordinator - Austin Location: US-Texas-Austin Job Number: SER0870
Company Summary Angelica Corporation, established in 1878, is the leading provider of outsourced linen management services to the United States healthcare industry with $400 million of annual revenue. We deliver a complete array of laundry services, linen and apparel rental, and onsite linen management services to meet the needs of healthcare providers and their patients. Angelica embraces technology and analytics to improve the customer experience and enable highly efficient linen management. ‘Improving the Fabric of Healthcare”gives Angelica the flexibility to meet the needs of our customers with a low cost structure and exceptional customer service. Angelica Corporation currently operates over 30 plants and depots throughout the United States with Field Support Services in multiple locations and headquarters in Alpharetta, Georgia.
Job Summary Performs as the front line in the Angelica customer care organization. Handles phone calls, voice mails and emails from external and internal customers across Angelica. Provides administrative support to plant leadership.
Estimated time allotment: 30% of time will be scheduled to handle calls in the customer care queue from customers across Angelica. This includes opening cases, handling or escalating and follow-up to ensure the customer feels the issue is resolved and agrees the case is closed. 20% of time will be spent handling cases escalated to your plant. Responsible for driving resolution for all open cases in the plant by coordinating the timely resolution of customer requests and updating the cases according to established policy. 10% of time will be spent assisting CRMs from across Angelica with activity reports.
Essential Job Duties and Responsibilities
Consistently delivers on Angelica customer experience strategy by accepting ownership for customer cases and delivering an experience in alignment with the established service vision, standards and values for all Angelica customers.
Consistently delivers exceptional customer experience while handling calls, emails and messages from all Angelica customers. This includes clarifying customer issue, researching, locating and providing resolution by working with plant personnel and/or properly escalating cases.
Works toward speedy resolution of all escalated/open cases in the plant you reside and cases you opened.
Supports CRMs by entering customer visit details into salesforce.com .
Adheres to customer care queue schedule, policies and quality requirements.
Maintains customer database by entering and/or updating customer and case information.
Embraces continuous learning and keeps updated as products, processes and policies evolve.
Keeps department specific equipment in working order by following established procedures and reporting malfunctions.
Approximately 40% of time will be dedicated to plant administrative tasks. These include but are not limited to: human resources, payroll, safety, petty cash, reception, new employee orientation and general administrative support to plant management.
No Travel Required
Qualifications: Minimum Qualifications
Three years previous customer service experience
Ability to Multi-task
Accuracy in data entry
Strong technology and verbal communication skills
Angelica Plant experience
Previous call center experience
Experience with Salesforce.com
Bi-lingual Spanish (fluency verbal and written)
Work Environment The working environment is indoors and is seasonally heated and cooled with minimal noise levels. The position requires considerable sitting, typing and the ability to move objects of less than 25 pounds. The position requires the ability to communicate in person, telephonically and via email.
Note: This job description is not an employment agreement or contract, nor designed to contain a definitive listing of activities, duties or responsibilities required of the employee. Management retains the exclusive right to alter the scope of work or specific responsibilities within the framework of this job description at any time without prior notice. Job: Service