Field Service Client Admin-NY

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Job Purpose: The role of the Field Service Client Administrator (FSCA) - NY is to develop a trusted advisor relationship with facility staff members. To establish him or herself as the point of contact for managing the day-to-day services and support needs of their assigned area and seek to improve customer loyalty and satisfaction. Provide quality and timely customer service to various audiences associated with correctional facilities, Securus personnel, and partners. Perform software troubleshooting and resolution and repair on customer tablets. Ensure data integrity and proper system functionality of all Securus onsite products.

Essential Duties:

• Serve as the primary liaison between on-site facility personnel, Account Management, and other Securus personnel.
• Research, address, resolve, track, and communicate client issues, service-affecting incidents, and heat tickets; coordinate escalations and resolutions with appropriate internal departments.
• Maintain regular communication and partnership with Account Management, ensuring all client requests, issues, support needs, and opportunities are communicated internally to facilitate resolution.
• Maintain a high level of client satisfaction through exceptional customer service, support, relationship management, and responsiveness.
• Attend on-site meetings as designated by facility leadership.
• Perform basic technical support functions, including password resets, user setup, handout distribution, troubleshooting assistance, and basic product training as requested.
• Collaborate with Technical Support by providing troubleshooting results to support software maintenance and issue resolution.
• Oversee the rollout and implementation of services for newly acquired clients to align customer and company objectives.
• Manage and maintain company inventories and assets, including tablets, accessories, tools, parts inventory, laptops, and related equipment.
• Distribute tablets and accessories to approved incarcerated individuals.
• Collect, track, and analyze customer statistics, trends, account behavior, and support needs; identify opportunities and communicate recommendations to Account Management and Customer Training teams as appropriate.
• Travel between Queens and Manhattan facilities, including on short notice, to provide backup support and coverage.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Excellent oral, written, presentation, and interpersonal communication skills, with the ability to communicate professionally and effectively with co-workers, business contacts, clients, consumers, executives, and C-level stakeholders.
• Strong relationship management skills with the ability to build ongoing rapport, gather relevant information, influence others, and maintain positive customer relationships.
• Demonstrated ability to manage multiple projects, priorities, and conflicting tasks simultaneously while maintaining strong organizational skills, attention to detail, and meeting deadlines.
• Strong problem-solving, conflict resolution, negotiation, and analytical skills, with the ability to work under pressure and resolve issues in a fast-paced environment where resolution times are measured in hours.
• Ability to effectively manage time, information, and workload with minimal supervision.
• Strong data and information analysis, integration, and account planning skills, including the ability to successfully develop and execute strategic account plans.
• Ability to adapt quickly to changing priorities, remain flexible, and enthusiastically learn new skills, systems, and problem-solving solutions.
• Ability to travel between Queens and Manhattan facilities as required.
• Demonstrates professionalism, sound judgment, and all company cultural attributes.

Minimum Qualifications:

• High School Diploma or GED equivalent
• Reliable transportation with the ability to travel from facility to facility
• Have no family incarcerated in any local Correctional Facility
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
• Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment

Preferred Qualifications:

• Relevant work experience in the customer service, technology, or telecommunications industry

Physical Requirements:

• Working in indoor environments, standing, sitting, walking, speaking, listening, bending, kneeling, squatting, reaching, pushing, pulling, lifting, carrying, gripping, grasping, manipulating tools, typing, using peripheral computer tools. May be required to lift up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $23.26 - $26.52 per hour
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.