Customer Service Representative I
Meridian IT Inc., Deerfield, IL, United States
Customer Service Representative I (CSR I)
The CSR I is a foundational, administrative role focused on the clerical execution of customer needs. This role handles the "Business-as-Usual" (BAU) requests that keep the client-MSP relationship functioning. They are responsible for the high-volume, repeatable taskssuch as portal updates, shipping inquiries, and basic reportingthat do not require technical troubleshooting or strategic planning. Key Responsibilities: Request Fulfillment (Non-Technical): Execute administrative service requests including password resets for non-technical portals, document retrieval (SOAs, invoices), and basic account updates. Logistics Coordination: Provide status updates on hardware orders, tracking numbers, and shipping timelines. Data Entry & Maintenance: Update client contact records, site addresses, and communication preferences in the CRM and ITSM tools. Inbound Routing: Act as the "Traffic Controller" for inbound non-technical inquiries, ensuring they are documented and assigned to the correct internal department (Billing, Procurement, or Success). Basic Reporting: Generate and send standardized, automated reports (e.g., monthly ticket volume or asset lists) upon client request. Qualifications: Required: 012 months in a clerical, administrative, or office coordinator role. Required: High attention to detail (data entry accuracy is paramount). Required: Strong written communication for professional email correspondence. Preferred: Familiarity with CRM or ERP systems (e.g., NetSuite, ConnectWise, Salesforce). Success Criteria: Accuracy: Minimal errors in data entry or order tracking information. Timeliness: Meets internal "Time to Acknowledge" goals for administrative requests. Reliability: Consistently executes repeatable "Playbook" tasks without oversight. Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The CSR I is a foundational, administrative role focused on the clerical execution of customer needs. This role handles the "Business-as-Usual" (BAU) requests that keep the client-MSP relationship functioning. They are responsible for the high-volume, repeatable taskssuch as portal updates, shipping inquiries, and basic reportingthat do not require technical troubleshooting or strategic planning. Key Responsibilities: Request Fulfillment (Non-Technical): Execute administrative service requests including password resets for non-technical portals, document retrieval (SOAs, invoices), and basic account updates. Logistics Coordination: Provide status updates on hardware orders, tracking numbers, and shipping timelines. Data Entry & Maintenance: Update client contact records, site addresses, and communication preferences in the CRM and ITSM tools. Inbound Routing: Act as the "Traffic Controller" for inbound non-technical inquiries, ensuring they are documented and assigned to the correct internal department (Billing, Procurement, or Success). Basic Reporting: Generate and send standardized, automated reports (e.g., monthly ticket volume or asset lists) upon client request. Qualifications: Required: 012 months in a clerical, administrative, or office coordinator role. Required: High attention to detail (data entry accuracy is paramount). Required: Strong written communication for professional email correspondence. Preferred: Familiarity with CRM or ERP systems (e.g., NetSuite, ConnectWise, Salesforce). Success Criteria: Accuracy: Minimal errors in data entry or order tracking information. Timeliness: Meets internal "Time to Acknowledge" goals for administrative requests. Reliability: Consistently executes repeatable "Playbook" tasks without oversight. Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.