Customer Service Associate

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Advisor. In this role, you will be the primary point of contact for customers scheduling appointments, keeping them updated on equipment being serviced and following up on previous services that have been done. Your responsibilities will include providing exceptional Customer Service, offering product knowledge, and resolving issues to ensure a positive customer experience.

Customer Interaction - Respond promptly and professionally to customer inquiries via phone, email, or in-person.

Problem Resolution – Address customer concerns and resolve issues effectively, aiming for customer satisfaction. Collaborate with other departments, such as technical support or sales, to ensure comprehensive issue resolution.

Documentation - Maintain accurate and detailed records of customer interactions and transactions.

Team Collaboration - Work closely with colleagues in sales, technical support, and other departments to enhance overall customer satisfaction.

Other duties:

• Ascertain equipment problems and services by listening to and clarifying customer's descriptions of symptoms, checking vehicle maintenance records and examining service schedules
• Verify warranty and service contract coverage by examining records
• Explain warranty provisions and exclusions
• Develop estimates by costing materials, supplies, and labor
• Calculate the customer's payment including deductibles
• Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtaining approval signatures and entering RO into the service database system
• Maintain customer rapport by explaining estimates and expected return of equipment, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, and responding to questions and concerns
• Maintain maintenance records by recording problems and corrective actions planned
• Complete weekly Work in Progress reporting in coordinating with the manager
• Update job knowledge by reading manufacturers' publications
• Assist the service shop with work-flow
• Assist retail and rental customers as needed
• Assist with showroom organization and cleanliness as needed
• Observe health and safety precautions required to protect people and property
• Identify potential safety or maintenance issues and communicate them to management
• All other duties as assigned

Work Values:

• Attention to Detail – being careful about detail and thorough in completing tasks
• Integrity – being honest and ethical
• Dependability – being reliable, responsible, dependable, and fulfilling obligations
• Cooperation – being pleasant with others and displaying a good-natured, cooperative attitude
• Stress Tolerance – accepting criticism and dealing calmly and effectively with high-stress situations
• Making Decisions and Solving Problems – analyzing information and evaluating results to choose the best solution and solve problems

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Required)

Work Location: In person