Customer Service Representative

 The Customer Service Representative (CSR) is responsible for processing new sales orders, new customer-submitted orders, renewal orders, and handling all customer inquiries, both during and after deployment. The CSR ensures all commencement timelines and general administrative activities are met accurately and promptly. This role may involve managing customers within a specific geographic region's data centers and coordinating with cross-functional teams for customers extending beyond that region to ensure seamless implementation. The CSR assists customers and other service managers with problem remediation, order processing, and overall customer care. Additionally, the CSR will define and coordinate customer business requirements with Sales Engineering, Field Operations, Security, and Sales, and work alongside Project Managers for customer reporting preparation to ensure a smooth and successful customer experience.

Duties:

• Respond to customer inquiries and proactively anticipate customer needs
• Prepare and document implementation, transition, move-in, and move-out schedules
• Verify orders against Master Service Agreement and Order Forms regarding space, cross-connection, contract power terms, and commencements
• Process all customer orders, including power, cross-connect, suite/cabinet, and deliveries
• Conduct daily reviews of company-wide work orders and perform initial Quality Reviews and approvals
• Validate space inventory for each assigned data center/building with Sales Engineering
• Process office space inventory and related exhibits/floor plans
• Prepare and coordinate projects as needed for Client Services leadership team
• Manage customer exit/move-out activities between Field Operations, Leasing, Sales, and Accounting
• Promote and demonstrate behaviors consistent with CoreSite’s culture and values
• Perform other duties and projects as assigned

Requirements

Knowledge, Skills & Abilities:

• Strong attention to detail
• Excellent interpersonal skills
• Ability to thrive in a team-oriented work environment
• Capacity to work well under pressure and meet deadlines
• Outstanding verbal and written communication skills
• Strong work ethic and accountability to deadlines
• A growth mindset towards flexibility and creativity
• Exceptional organizational skills
• Able to proficiently leverage advanced computer skills, including in MS Office 365 and with customer relationship management systems, to enhance productivity and support the team’s operations.
• Ability to work independently while effectively communicating and coordinating with other employees and organizations
• Ability to thrive in a hybrid work environment, balancing remote work with in-person collaboration at the Company’s downtown Denver office at least two days per week (including Tuesdays and Wednesdays)

Education/Experience:

• Bachelor’s Degree or equivalent experience required
• At least 2 years of customer service experience required
• Experience in co-location or data centers preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to perform the job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the job’s duties, the employee is occasionally required to stand, walk, sit, use hands to handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, talk, and hear. The employee must occasionally lift and/or move objects weighing up to 25 pounds.

Compensation:

Compensation for this role includes a base hourly between $22 and 26 hourly. This role is also eligible for an annual bonus and equity, based upon individual and company performance.

Posting Timeline: This position is expected to be open for applications through September 26, 2024 

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week!

• First-day medical insurance through Cigna with generous premium cost coverage
• Dental insurance through Delta Dental
• Vision insurance through VSP
• Telemedicine through MDLive for Cigna
• Healthcare and dependent care flexible spending account (FSA) plans
• Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
• Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
• Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
• First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution
• Discretionary annual bonus and equity incentive plan
• Employee stock purchase plan (ESPP) with a 15 percent discount
• 16 days of paid time off (PTO)
• 11 paid company holidays and additional floating holidays
• School visitation and elder care paid time off
• Parental leave, adoption and surrogacy benefits, and family planning/fertility support
• Wellness reimbursement program & wellness incentive program
• Free parking or a company contribution toward a public transit pass
• Education reimbursement and student loan debt assistance program
• Employee assistance program, childcare resources, personal finance management support, and student loan debt assistance program
• Pet insurance
• Charitable matching program

Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice