Group Administrator - Customer Service (Americas/COE)

Position Summary:

The Group Administrator is a diverse job with a high degree of variety providing support to the Vice Presidents of Customer Service, Americas Customer Service team, and Global CS COE (Center of Excellence).

The role requires initiative, high motivation, and organization skills to stay on top of competing priorities.  The successful candidate is professional, maintains confidentiality, has excellent communication skills, is a resourceful and creative problem solver, performs with a high level of accuracy, and demonstrates ability to easily learn new technology. 

Responsibilities / Duties:

• Executive Assistant Responsibilities to VP Customer Service:  
  • Organize travel, accommodation, and calendar management. 
  • Prepare expense claims for VP and act as pre-screen for approval of direct reports.
  • Meeting, Event preparation, and coordination for mainly Americas based events.
  • Accurate recording of meeting minutes, assistance in preparation of presentations.
  • Handling of correspondence and reports which may be sensitive.
  • General administrative assistance as required.
• Customer Service Operations and Center of Excellence support:
  • Management of the generic Customer Service contact email and other correspondence.
  • Coordinate staff travel arrangements including transportation and accommodation.
  • Office duties including ordering of supplies, new employee equipment support, business continuity checks, hybrid work schedules, and procurement card within company policy.  
  • Co-ordinate service recognition program, and employee life events with all (24) people managers in team to ensure consistency and high levels of engagement
  • Monthly revenue recognition audit controls – assist with Rev 12.0 credit reviews.
  • Administration of CS local incentive program for USA based CS front-line CSPs working with payroll and analytics team to coordinate quarterly/annual payouts
  • Administration and collection of Voice of Customer (VOC) feedback loops
  • Management of Customer Service distribution list and regular reports for CS leadership.
  • Intranet Customer Service page editor – sourcing and maintaining content in collaboration with CS leadership team and business partners.  Leverage social media style appropriate to CS
  • Take a leadership role in events/recognition related to International Customer Service week celebrations.

Qualifications:

• Excellent computer skills including a high degree of proficiency in Microsoft O365 applications.
• Owner mentality with company money and a high degree of attention to detail
• Comfort with routinely shifting demands.
• Able to work independently using initiative and self-motivated and organized to deliver results.
• Professional level verbal and written communication skills.
• Organizational awareness, ability to build networks.