Field Service Administrators are required to provide quality and timely Customer Service to various audiences associated with Correctional Facilities, Securus Personnel and Partners. They are to provide Administrative Services of Inmate Calling accounts and systems. Service Administrators insure data integrity and proper system functionality of Inmate Calling system. Service Administrators assist Tech Support in the maintenance of computer hardware, software, and telephony equipment by providing troubleshooting results to appropriate parties.
Duties & Essential Job Functions
Primary representative between on-site facility personal, Securus Management & Personnel. Maintain a high level of ongoing effective communication with Management to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner. Dress neatly and wear proper attire based upon the surroundings and the facility guidelines. Report to work and remain on-site as scheduled. Follow-up with the facility to insure all systems are operational and work is completed thoroughly and accurately. Administration of IPIN data entry, blocks and unblocks, debit & prepaid transactions, investigations of Inmate and Facility complaints, processing of internal documents, and generate reports as requested. Keeping accurate logs and documentation conveying messages and information in writing and/or via e-mail. Advise Management and open Heat tracking ticket for all facility service affecting issues. Maintain effective operation of Inmate Calling system components including hardware, software, and telephony equipment.
Customer service levels are measured through individual metrics and customer satisfaction survey results. Demonstrates proficient understanding of the customers service needs and works to improve the operation of their facility with regard to the Inmate Calling System. Is courteous, friendly and professional in attitude and appearance. Arrives on time and works the agreed upon schedule. Accurate and timely reporting of timesheet and expenses. Timely responses to requests from Management and customers via phone, pager, or e-mail, etc. Makes the customer feel good about doing business with Securus. Communicates effectively and timely with customers and Securus personnel. Adhere to Field Service Operations Service Administrator Administrative Guidelines and all Company policies outlined in the Employee Handbook.
High School education or equivalent. Reliable transportation and strong work ethic. Able to pass an extensive criminal history background check. Able to adjust to the Correctional Facility environment and guidelines. Have no family incarcerated in any local Correctional Facility.
Must be bi-lingual, (Spanish & English) Microsoft Operating System experience including, but not limited to Outlook, Excel, & Word. Enthusiastic approach to customer service Self-starter and strong work ethic. Outstanding oral/written communication skills. Strong organizational and follow up skills. Must be able to work in a fast paced environment where problem resolution times are measured in hours. Must exhibit all of the companys cultural attributes.
Prior experience in a telecommunications environment. Basic Telephony concepts.