Woods Machinery is seeking a highly motivated and customer-oriented Customer Support Specialist to join our dynamic team. The Customer Support Specialist plays a crucial role in ensuring effective communication between customers and our service department. The ideal candidate will possess excellent customer service skills, be detail oriented, and have an understanding of machinery services.

Key Responsibilities:

• Greet customers and gather information about their service needs.
• Manage and respond to a high volume of inbound communications, including phone calls, texts, and emails, providing timely and effective resolution to customer inquiries.
• Communicate with customer to explain service options, provide estimates, and obtain necessary approvals within company guidelines.
• Liaise between customers and service technicians to ensure accurate and timely completion of work.
• Keep customers informed about the status of their repairs and any additional service recommendations.
• Process invoices and payments accurately.
• Handle customer inquiries and concerns in a professional and courteous manner.
• Maintain accurate records of service transactions.
• Review equipment maintenance documentation and adhere to prescribed service timelines.
• Initiate work orders by precisely detailing symptoms, issues, root causes, and requested repairs and services.
• Verify warranty and service contract coverages; explaining provisions and exclusions.
• Facilitate customer field service requests by collecting pertinent details and coordinating with Service Managers to deploy field service technicians effectively.
• Take a proactive approach to promote, sell, and monitor preventive maintenance programs and extended warranty offerings.
• Collaborate with the Service Manager to ensure technicians consistently achieve the allocated flat rate or estimated hours for each repair.
• Other duties and special projects as assigned.

Benefits:

• Hourly Pay Commission
• Health, vision & dental insurance
• Paid time-off
• 401K Retirement Plan with company matching
• Company supplied work attire
• Career advancement opportunities
• Manufacturer sponsored training
• Company outings and monthly lunch
• Discounts offered on products sold by the company
• Referral bonus

Requirements:

• 2 years' experience in Customer Service– Preference given to candidates with over a year of experience in customer service, coupled with a strong aptitude for quickly grasping industry knowledge.
• Strong customer service and interpersonal skills.
• Excellent communication skills, both verbal and written.
• Basic computer skills and familiarity with service management software.
• Ability to work in a fast paced environment and handle multiple tasks simultaneously.
• Detail oriented and organized.
• Ability to work in a team or independently
• Successful completion of a background check and drug screening.
• Ability to work in an office / shop environment with exposure to outdoor weather conditions including heat, cold, wind, rain, dust, dirt, and noise
• Ability to work overtime as business needs arise

About Us:

Woods Machinery is a second-generation family owned business providing equipment sales, rentals, and product support since 1984. We are an industry leading company dedicated to providing exceptional products and support to our customers. We take pride in our commitment to quality, customer satisfaction, and collaborative team environment.

Please visit www.woodsmachinery.com to learn more about us, our products, and services.