Managed Services, Customer Support Representative in Flower Mound, TX at Whitlock

Date Posted: 11/4/2019

Job Snapshot

Job Description

Whitlock has a great opportunity for a Customer Support Representative to join our growing Managed Services team. The Managed Services Customer Support Representative (MSCSR) serves as the customer advocate to ensure Whitlock is providing the optimal customer experience at every touch point.  Partnered with the Managed Services Sales Team, the MSCSR provides customer relationship consistency in all areas of communication and responsiveness during both the pre-and post-sales process. The MSCSR serves as the central point of customer communications and coordination throughout the life of a project.

Essential Duties:

  • Support Whitlock’s Customers by ensuring delivery of seamless managed services support and pertinent business intelligence in regular customer business reviews.
  • Own and facilitate proper account set-up and maintenance across all Whitlock’s operational groups including but not limited to: Project Accounting, Project Entry, Technical Operations, Purchasing and Managed Services.
  • Assist AM’s with proposal package including: marketing materials, spec sheets, etc.
  • Assist with managing RMAs, ETAs and change orders related to projects.
  • Help Maintain Managed Services dashboard and sales pipeline.
  • Assist Account Managers with pricing proposals and bids.
  • Obtain or complete administrative documents including but not limited to: financials, insurance certificates, bonds, licenses, certifications, statements, etc.
  • Own the creation and maintenance of all customer account information and facilitate new customer account setup across all departments.
  • Maintain up to date and accurate customer information.
  • Coordinate with Inventory Control for staging of incoming shipments.
  • Participate in project meetings and discussions to maintain constant awareness of project status.
  • Support technical operations team through regular reporting and monitoring to maximize efficiency of scheduling installations and crews.

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. This is our primary focus for our customers and the Whitlock family. Our goal is to build the best environment to enable and inspire great work and high performing teams, all motivated by our vision to be #1 by putting our customers first.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.

Job Requirements

Required Skills

  • Excellent communication skills relating to external and internal customers, including face to face and over video platforms.
  • Strong computer skills including; Microsoft Office (Word, Excel, Outlook, SharePoint, PowerPoint), Accounting Software, Internet, etc.
  • Project management and coordination experience and/or formal training.

Required Experience

  • High school or equivalent education. College or business school preferred.
  • Previous office/administrative and customer support experience required.


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