Customer Care Center Agent

PRIMARY FUNCTION:

This position serves customers by gathering detailed information for scheduled and unscheduled repair needs. This position will be setting up service repair calls in the applicable systems and providing service information to the dispatchers for scheduling of repair or emergency service.  Responsible for setting up new customer accounts, adding machine to our population list in the system along with resolving or assisting with service problems and various situations. 

ESSENTIAL DUTIES:

• Answers all inbound calls as well as gathering all appropriate information to set up service calls in the corporate business system.
• Assist customers who have specific inquiries on services needed or invoicing questions.
• Assists the Service Managers, Service Advisors/Dispatchers with customer inquiries and requests for repair/services.
• Advise Customer Care Center Manager of any significant activity or potential customer concerns, major shifts in work load, or time delays always to avoid miss- communications.
• Promote external and internal customer relations and good will by investigating customer concerns, researching and providing justification material when required, and communicating those findings promptly to all necessary personnel.
• Work as a liaison between service, sales and parts department personnel when needed to promote a team effort for the respective divisions. 
• Provide personalized customer service of the highest level.
• Update the existing business system with changes and the status of each customer/prospective customer.
• Arrange for the dispatch of services, information packages, brochures etc. to clients and other interested parties.
• Follow up calls to customers for Purchase orders, credit card or method of payment for services rendered.

• Opens and maintains service calls from customers, dispatchers, and Product Support Reps providing complete and accurate information for scheduling in a timely manner. This includes make, model, serial number, SMU, customer name and location.
• All service calls should include proper Job and Component codes, warranty status, and credit status prior to opening work order.
• Review warranty type if applicable to the equipment for service being requested. 
• Investigate and check credit based on authority and parameters set by the Credit Department per service dept. policy.
• Requesting purchase orders upfront when setting up service call from customer if account requires a Purchase Order for work to be performed. 
• Send update request via work flow for updating customer accounts on machine population.
• Opening service calls based on provided/verified quote information for repairs from Product Support Reps. in order to send to dispatch.
• Perform service call review for invoicing   

UNIQUE DEPT. DUTIES

In a severe weather situation or unusual conditions when EPG is in emergency mode, this position will support the service department with service calls and opening of service orders. 

Scanning of documentation as needed for service calls.

Collecting purchase orders prior to invoicing through Care Center.

MINIMUM REQUIRMENTS:

Education:

High School graduate with preferably a two-year Associate's Degree in business.

Work Experience:

Two years customer service or call center experience in a related industry.

Physical:

Must be able to sit for extended periods of time in front of computer to handle calls.

Other Essential Role Requirements:

• Pleasant and friendly mannerism.
• Basic computer knowledge/technological skills- should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features; prefer familiarity with CRM Solutions.
• Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses.  Should also know what to write while utilizing web communication, be able to quickly recognize signals of a disgruntled customer and be able to respond in a professional manner.
• Ability to comprehend, capture as well as interpret basic customer information.
• Ability to interact with customers on an in-depth level for service needs.
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
• Ability to work well as part of a team - to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
• Ability to meet tight deadlines.
• Attention to detail.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.