NAO Coordinator

AppleOne is proud to present:
Title: Bilingual NAO Coordinator
Location: Anaheim, CA
Assignment: 3/3/25- 3 months (potential temp to hire)
Hours: Monday – Friday: 8am – 5pm
Pay: $24.00 an hour -paid weekly
Special Instructions: Must pass criminal background check

Summary:
Provide world class support to our National Account Customers. Coordinate all facets of service, billing, and monitoring support. Provide leadership to the National Account Sales Team and local branch offices to succeed in meeting all Service Level Agreements and Branch Metrics.

Responsibility

• Accurately entering data from various sources into designated databases and spreadsheets.
• Primary Tier 1 support person for designated property owners, management companies, and property staff.
• Build relationships with the customers by phone and email and provide continuous communication.
• Create, notate, and close actions for completed tasks and relevant interactions with technicians, property staff, and residents.
• Escalate, track, and resolve support-related issues on specific customer properties.
• Updating and maintaining existing data within databases and spreadsheets.
• Ensure activation rate within the properties.
• Key Metrics: Mean Time to Resolution (respond and resolve), actions, retention, activation rate within the properties, and Net Promoter Score.
• Host virtual trainings and refresh courses for property staff to review and explain the operation of their equipment and applicable services.
• Collaborate with various company departments to research and resolve customer issues.
• Ensure that all customer correspondence is reviewed, worked, and responded to or forwarded to the appropriate department within 24 hours of receipt.
• Prepare formal correspondence in response to customer questions or concerns.
• Assist in resolving customer escalations.
• Assist in tracking statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
• Approximately two hours of inbound phone time and two hours of job’s quality control.
• Position may require mandatory overtime when necessary to meet company metrics.
• Perform all other duties and projects as assigned.

Knowledge:

• Maintain a strong knowledge of industry and company operations.
• Knowledge of all sales, installation, billing, and monitoring systems that assist in managing our business.
• Basic knowledge of accounting principles and practices.
• Proficient knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
• Knowledge of company policies, procedures, guidelines, and practices.

Skills:

• Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
• Must have excellent written and oral communication and listening skills.
• Must have a strong attention to detail.
• Must be able to take direction and perform tasks in an expedient manner.
• Must have good customer service and interpersonal skills.

Abilities:

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:

https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

#8820

Entry Level