Call Center Technician

Location: Virginia Beach, VA, 23452

Skills: Technical Call Center Tech

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Determine through discussion with the customer, what the issue is, machine, potential solutions.
• Depending on the above criteria, guide the customer to a solution (directly or with the help of a service provider).
• Ensure the follow up on each call when a call back is necessary. Use the escalation system when necessary.
• Troubleshooting of hydraulic and electrical circuits and systems.
• Program control boxes (ECU’s – electronic control units, etc.)
• Seize opportunities to upsell products, provide Spare Parts Numbers and Prices.
• Provide global offers, delivery time for specific parts, and enter Spare Parts orders in the System.
• Provide Warranty assistance
• Build sustainable relationships and engage customers by taking the extra mile.
• Run reports in ERP system RMA and parts shipping delays, etc.
• Keep records of all conversations in our call center database in a comprehensible way. (e.g. M3, CRM systems, etc.)
• Frequently attend educational seminars to improve knowledge and performance level.

Skills

• Previous experience in a customer support role.
• Technical degree on equipment support (maintenance on trucks or heavy construction equipment).
• Proficiency in Spanish is preferred.
• Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
• Technical knowledge (electrical, mechanical, hydraulic, electronic)
• Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Bachelor’s degree.

Experience

• Technical degree on equipment support (maintenance on truck or heavy construction equipment).
• Minimum 3 years of construction equipment experience (Hydraulic, Electrical Schematics).

Haulotte US Inc is an EEO organization.