Torchora
Back to Home

Key Responsibilities and Required Skills for Service Assistant Placement

💰 $18 - $24 per hour

Customer ServiceAdministrationEntry-LevelInternship

🎯 Role Definition

The Service Assistant Placement is a foundational role within our client services division, designed to provide exceptional support to both our valued clients and our internal teams. As the first point of contact for many of our customers, you will embody our company's commitment to quality service and create positive, lasting impressions. This position offers a unique, hands-on opportunity to learn the intricacies of service operations, develop essential professional skills, and contribute directly to customer satisfaction and retention in a fast-paced, supportive environment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • High School or College Graduate
  • Retail or Hospitality Professional
  • Administrative Intern
  • Previous Volunteer or Customer-Facing Roles

Advancement To:

  • Senior Service Advisor
  • Client Relationship Manager
  • Service Team Lead
  • Office Manager

Lateral Moves:

  • Sales Support Coordinator
  • Operations Assistant
  • Project Coordinator

Core Responsibilities

Primary Functions

  • Serve as the initial point of contact for all clients, delivering a warm, professional, and welcoming experience via phone, email, and in-person interactions.
  • Proactively manage and respond to a high volume of incoming customer inquiries, providing accurate information about services, products, and processes.
  • Skillfully schedule, confirm, and reschedule client appointments and service calls using our digital booking system, optimizing the team's calendar for efficiency.
  • Expertly guide clients through necessary paperwork, forms, and digital processes, ensuring all documentation is completed accurately and filed correctly.
  • Address and de-escalate customer concerns and complaints with empathy and patience, escalating complex issues to senior staff while maintaining ownership of the client experience.
  • Maintain meticulous and up-to-date client records within our Customer Relationship Management (CRM) system, documenting all interactions, transactions, and preferences.
  • Conduct timely follow-up communications with clients post-service to ensure satisfaction, gather valuable feedback, and encourage repeat business.
  • Prepare and dispatch service-related documents, including quotes, invoices, and service agreements, ensuring clarity and accuracy in all communications.
  • Manage the flow of communication by screening and directing phone calls and visitors to the appropriate personnel or department.
  • Process client payments, handle cash transactions, and perform basic reconciliations to ensure financial accuracy at the service desk.
  • Collaborate closely with the technical and sales teams to coordinate service delivery and ensure a seamless, integrated customer journey.
  • Actively gather and report customer feedback and testimonials to management, identifying trends and opportunities for service improvement.
  • Assist senior service advisors and management with managing key client accounts and preparing for important client meetings.
  • Manage all incoming and outgoing mail and email correspondence for the service department, prioritizing and distributing it effectively.
  • Onboard new clients by clearly explaining service procedures, setting expectations, and ensuring they have all the information needed to begin their relationship with us.

Secondary Functions

  • Meticulously maintain the tidiness and professional appearance of the reception and client-facing areas throughout the day.
  • Assist in generating daily, weekly, and monthly reports on key service metrics, such as call volume, customer satisfaction scores, and appointment bookings.
  • Provide logistical and administrative support for team meetings, client events, and internal training sessions, including scheduling and material preparation.
  • Perform routine data entry and database cleansing tasks to ensure the integrity and accuracy of our operational and client data.
  • Support various departmental projects by conducting research, compiling information, and performing other assigned administrative duties.
  • Actively participate in team meetings and professional development workshops to continuously enhance service skills and product knowledge.
  • Monitor and manage inventory levels for office and service-related supplies, placing orders as needed to prevent shortages.

Required Skills & Competencies

Hard Skills (Technical)

  • MS Office Suite Proficiency: Demonstrated ability to effectively use Microsoft Word, Excel, and Outlook for communication, data tracking, and reporting.
  • CRM Software Experience: Familiarity with Customer Relationship Management (CRM) platforms like Salesforce, HubSpot, or similar systems for managing client data.
  • Accurate Data Entry: High level of accuracy and a keen eye for detail in typing and entering information into digital systems.
  • Multi-line Phone System Operation: Experience managing multiple incoming calls, transferring, and placing callers on hold professionally.
  • Scheduling Software: Competency in using digital calendars and scheduling tools (e.g., Calendly, Outlook Calendar) to manage appointments.
  • Basic Point-of-Sale (POS) Operation: Experience with cash handling, credit card processing, and basic financial transactions.

Soft Skills

  • Exceptional Communication: Articulate, clear, and professional verbal and written communication skills, with the ability to listen actively and empathetically.
  • Problem-Solving & Critical Thinking: A natural ability to identify issues, analyze situations, and implement effective solutions to satisfy customer needs.
  • Time Management & Organization: Superb organizational skills with a proven ability to prioritize tasks, manage deadlines, and multitask in a busy environment.
  • Adaptability & Resilience: A flexible mindset with the capacity to adapt to changing priorities and handle pressure with a positive, can-do attitude.
  • Teamwork & Collaboration: A strong team player who can work effectively with colleagues across different departments to achieve common goals.
  • Attention to Detail: Meticulous approach to all tasks, ensuring accuracy in documentation, scheduling, and client communication.
  • Professionalism & Poise: A consistently professional demeanor, demonstrating reliability, integrity, and a strong work ethic.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Hospitality Management
  • Liberal Arts

Experience Requirements

Typical Experience Range:

0 - 2 years of experience in a customer-facing or administrative role.

Preferred:

Prior experience in an office environment, a busy retail setting, or the hospitality industry is highly advantageous and will set a candidate up for success.

Explore More Careers