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Customer Care Coordinator

Company: Motorola Solutions
Location: Schaumburg
Posted on: November 12, 2021

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account. Company Overview Motorola Solutions is there for our customers when everything is on the line. In extreme moments - when a hurricane lands or when a fire breaks out. And in everyday moments - when a package arrives just in time for the holiday or when a child doesn't miss the school bus home. We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters. Department Overview The Customer Care Service Desk is the single point of contact for Motorola Solutions. We support end-users, direct customers and our channel partners. We entitle technical support request, to make sure the right services are attached before dispatching a case to Technical Support. For other types of requests we find solutions by working with teams across Motorola Solutions, we are part of the CMSO. We own support requests until resolution. Job Description Purpose of the position * Main responsibility is to ensure that a certain part of Customer Care is executed according to SLAs. Responsible for escalations, training & coaching other team members as an expert Scope of responsibilities * Activities covered in Customer Care Consultant Sr (50%) * Provide support to team members in relation to the operation and escalation of all customer service related activity in a responsible and professional manner. * Lead and participate on projects * Identify areas for improvement with systems or processes, work to improve these areas and/or highlight issues to management. * Quality checks of team members, providing feedback & additional training if needed * Help write & update procedures and work instructions to ensure company policies are adhered to * Have an overall view of the MSI (Motorola Solutions) business & stay informed of all new product and service offerings * Maintain daily operation (work distribution, backlog tracking) to ensure targets and SLAs are met * Provide weekly/ monthly reports on quantity and quality of work * Participate in weekly conference calls with stakeholders or other meetings when required * CHANNEL: Ensure PartnerEmpower applications and change requests get dealt with correctly & on time * CHANNEL: Ensure PartnerEmpower email requests & cases get responded to within 24 hrs * SERVICES: Making sure that tickets are handled in the set time frame, managing the backlog of service tickets. Escalate when required. Basic Requirements Specific knowledge/ Skills required * Sales related and/ or customer oriented experience preferred * Excellent communication skills, both spoken and written, including listening, negotiating and influencing * Calm and assured manner with the ability to work well under pressure either as an individual or as part of a team * High level of motivation with a will to succeed * Attention to detail Competencies Required * Time Management * Action Oriented * Problem Solving * Decision Making * Priority Setting * Drive for results * Organization Skills Vaccine Requirement Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief. If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made. Travel Requirements Relocation Provided Position Type Referral Payment Plan No Our U.S. Benefits include: * Incentive Bonus Plans * Medical, Dental, Vision benefits effective Day 1 * 401K with Company Match and Day 1 vesting * 9 Paid Holidays * Generous Paid Time Off Packages * Employee Stock Purchase Plan * Paid Parental & Family Leave * and more! EEO Statement Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Keywords: Motorola Solutions, Schaumburg , Customer Care Coordinator, Other , Schaumburg, Illinois

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