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Job Details

Service Coordinator
Job ID #: 16050 Location: Remote / Home Office
Functional Area: Customer Support Department: Global Services
Position Type: US Full Time Education Required: Not Indicated
Experience Required: Not Indicated Relocation Provided:
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Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.

As a Service Coordinator, you will be the primary point of contact for a defined customer group, working closely with functional and technical subject matter experts to communicate with customers regarding a variety of topics, ranging from support tickets to service performance and opportunities. The Service Coordinator will be responsible for ensuring clear, consistent communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel and Expense Management delivered in the cloud is essential.

Responsibilities:

  • Establish and maintain a trusted relationship that works to ensure the customer’s overall satisfaction with our products and services.
  • Manage the onboarding process, including client communications and initial requirements gathering and/or confirmation.
  • Identify potential implementation challenges and communicate findings with Distribution and Success Delivery.
  • Communicate with customers on issues and questions related to the use of Concur’s products and services. Review, edit and finalize the communication of solutions to issues and questions.
  • Act as escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to more technical challenges.
  • Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
  • Manage multiple considerations, inquiries and concerns for clients concurrently, completing assigned tasks on schedule and within the designated timeframe.
  • Document all important dates and customer interactions in CRM.
  • Complete other activities and duties as needed.
  • Be aware of, and comply with, all corporate policies.



    Education, Experience & Training required:

  • Four-year degree or equivalent experience.
  • Demonstrated proficiency in written and verbal communications.
  • Ability to pass a background check.

    Job Specific Specialized Knowledge & Skills:
  • Experience with software as a service preferred.
  • Experience developing manual procedures, and supporting curriculum development and training efforts.
  • Process Review and Development
  • Successful experience working directly with customers.
  • Effective verbal and written communication skills.
  • Demonstrated ability to prioritize and manage workflow to meet deadlines.
  • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
  • Excellent organizational and planning skills.
  • Communication Planning
  • Learning Services (Knowledge Transfer) planning

    Critical Performance Competencies:
  • Personal Professional Effectiveness
  • Communication and Influence
  • Planning and Organizing
  • Partnering
  • Process Management / Quality
  • Decisiveness / Judgment
  • Business Acumen/Strategic Business Perspective
  • Integrity/Savvy
  • Innovation

    Value Competencies:
  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

    Physical and Cognitive or Mental Requirements:
    Major Job activities – physical requirements:
  • Use of computer and keyboard for extended periods of time on most or all workdays
  • Use of telephone – throughout the workday as needed to conduct business
  • Working under time pressure
  • Working rapidly for long periods
  • Communicating and interacting with others

    Major Job activities – mental requirements:
  • Multiple concurrent tasks
  • Ability to perform under stress
  • Reading and comprehension
  • Writing
  • Problem solving
  • Confidentiality
  • Customer contact

    Working environment (where major activities are carried out):
  • Indoors in an office or control room
  • Occasional air travel may be required

    Working hours:
  • 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
  • Flexibility as to the specific working hours may be required or available

    EEO:

    Concur is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.


    Concur is a dynamic, growing and fast-paced organization.  As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines.  This typically requires working a 40+ hour work week to accomplish performance objectives.  With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.


    Concur is a SaaS company.  Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business.  The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’.   Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.


    Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.


    E-Verify:
     
    Concur participates in E-Verify to confirm work authorization.

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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