Objective

Responsibilities

• Individual serves as Service Department’s main point of customer contact; promptly attending to customers needs either by phone or face to face contact. Individual requests details regarding conditions of occurrence.
• Assist with coordinating of field technicians based on demand, geographic location, and urgency of service issue.
• Estimates customer costs and obtains customer authorization to perform work. Gathers customer requirements pertaining to both cost and time frame. Updates customer on service schedules and price changes via progress calls and upon completion of job.
• Position opens, tracks and closes work orders assuring accurate and timely invoicing.
• Performs other duties as assigned by management

Qualifications

• Knowledge, skills and abilities typically acquired through a high school education or the equivalent.
• Three years customer service experience
• Strong customer service skills with a solid understanding of price, quality, and turnaround; practicing and maintaining mutual expectations with customers on all three. Familiar with customer satisfaction efforts and metrics; works to improve them. Is able to justify why a price is fair and reasonable.
• Demonstrated problem solving skills and the ability to interpret and apply warranties, policies, procedures, guidelines and laws. Is able to analyze and interpret data, using benchmarks to take corrective action and improve performance.
• Excellent communication skills, including verbal, written, listening and non-verbal skills. Responds promptly, thoroughly and professionally to requests, suggestions and complaints. Demonstrated ability to keep co-workers informed on direction, external environment, and specific customer needs and concerns.
• Individual must work for the mutual benefit of the team; seeking agreement and new solutions whenever possible. Ability to work with minimum supervision a must
• A solid understanding of data bases with strong Microsoft Word and Excel skills and the basic ability to operate industry specific computer programs.
• The ability to project professionalism with both internal and external customers, including personal appearance along with friendly, courteous treatment of peers, subordinates and customers.