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Service Request Administrator

Job Overview

The Service Request Administrator has primary responsibility for monitoring, facilitating, and trafficking service requests from origination to completion. This begins with identifying incoming requests through a common system and ensuring that they are properly profiled, assigned, and accepted by relevant team members. Attention is paid to service request requiring additional authorization or contracting with third parties. Stalled requests and bottle-necks are monitored and addressed. Post completion, the Service Request Administrator ensures proper billing and cost allocation, and validates completion and satisfaction with customer. On an ongoing basis, the Service Request Administrator monitors relevant KPIs, workload balancing, and identifies insights to improve operations.

Organizational Impact

An effective Service Request Administrator improves customer outcomes by providing comprehensive oversight and support of the entire service request lifecycle. While the customer and the service provider (maintenance tech, accountant, property manager, contractor, etc.) have excellent frontline views, the Service Request Administrator brings an overarching understanding of the entire service landscape, including timing, trends, backlog, available resources, and so forth. This role helps ensure that tasks are addressed effectively, costs are properly allocated, and customer satisfaction is enhanced. By properly allocating resources and identifying opportunities for ongoing improvement, the Service Administrator also helps the organization evolve.

Key Systems

The Service Request Administrator works closely with the organization’s Customer Service or Ticketing system, and typically has access to the CRM or Contract Management systems to validate service terms. If the organization has a unified Vendor Management system or a list of approved Vendors (often in the ERP or Accounting System), the Service Request Administrator will access that system as well. If the organization has a Customer Satisfaction system, the Service Request Administrator will engage with that for the purpose of validating service request completion.

Inputs

Incoming Service Requests ideally arrive in a unified system through generic emails, web forms, customer application entries, and hand keying from receptionists and chat operators. Ad-hoc requests for analyses are provided by colleagues.

Outputs

The Service Request Administrator outputs assignments of service requests, as well as annotations, appended documents, instructions, and other content to help clarify or improve a service request, typically in the Customer Service or Ticketing system. Instructions for billing and cost allocation may be relayed to the accounting team. Reports and analyses are created and circulated appropriately to internal stakeholders. Ad-hoc communication with property managers, asset managers, and service providers (including vendors) are also common outputs, especially with respect to escalation of unresolved items.

Activities

  • Review Service Request
  • Assign Service Request
  • Schedule Service Request
  • Log Activity or Information in System
  • Review Customer Agreement
  • Allocate Cost / Enter Billing Information
  • Obtain Approval As Needed
  • Review Aging of Service Requests
  • Escalate Service Requests
  • Contact Service Providers
  • Balance Workload
  • Respond to Ad-Hoc Requests for Analytics
  • Perform Regular KPI Reporting
  • Intervene for Bottlenecks and Opportunities
  • Validate Service Request Completion
  • Manage Customer Feedback / Customer Satisfaction Process
  • Spot Check Service Requests
  • Review Trends & Generate Insights
  • Data Quality Monitoring

Recommended Items

  • Unified Service Request Portal
  • Standard Email Addresses and Web Forms for Submittal
  • Call Center Operations Use Unified Service Portal
  • Reporting and Analytics Tool
  • Articulated KPIs for Time to Respond and Time to Resolve.
  • Taxonomy of Service Request Metadata
  • Access to Customer Agreements
  • Approved Vendor List
  • Approved / Renegotiated Vendor Costs

Content Examples

  • Resident Maintenance Request
  • Hotel Customer Request
  • Customer Billing Inquiry
  • Guest IT Request
  • Room or Event Bookings
  • Retail Visitor Request
  • Vendor Requests

Sample Event-Driven Tasks

  • Review Service Request
  • Assign Service Request
  • Schedule Service Request
  • Log Activity or Information in System
  • Review Customer Agreement
  • Allocate Cost / Enter Billing Information
  • Obtain Approval As Needed
  • Respond to Ad-Hoc Requests for Analytics
  • Intervene for Bottlenecks and Opportunities
  • Validate Service Request Completion

Sample Scheduled Tasks

  • Perform Regular KPI Reporting
  • Validate Service Request Completion
  • Manage Customer Feedback / Customer Satisfaction Process

Sample Infill Tasks

  • Balance Workload
  • Review Aging of Service Requests
  • Trend Spotting & Insight Analysis
  • Spot-Check by Customer, Service Provider, Category, Location
  • Data Quality Audit
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