What are the responsibilities and job description for the Customer Care Representative position at Duplicator Sales & Service, Inc.?
SUMMARY OF RESPONSIBILITIES: Reports directly to the Service Manager- Finance and Operations in regards to dispatching responsibilities. Reports directly to the Customer Care Supervisor in regards to all customer service functions. Is proficient and observes the flow of all DS&S Technical Resources related to customer care, response and satisfaction by utilizing all tools available within the Dispatch Systems. Communicates with customers in a friendly, professional manner to address issues that they may have on a variety of different subjects like supplies, service and billing. Enters order and service information data accurately into the system.
ESSENTIAL FUNCTIONS: DISPATCH
1. Observes service calls for technicians based on priority, location and type of equipment. Ensures that all E-Auto dispatch information is balanced and data is flowing properly.
2. Communicates ETA’s and reschedules with customers in a timely manner.
3. Clocks technicians in and out daily, primary liaison to technicians. Notifies the Service Department daily, via email, on which technicians are off work.
4. Accurately inputs data into the E-Auto dispatch console to include expressing parts in/out of calls, correcting meters, adding special requirements per customer accounts, etc.
5. Works closely with Service Managers and Supervisors on customers needing extra attention regarding their service call.
ESSENTIAL FUNCTIONS: CUSTOMER CARE
1. Greats visitors promptly and courteously as they enter the building. Assists visitors with electronic registry.
2. Ensures the front door is unlocked and Demo Floor machines are turned on for opening of business, 8am. At closing time, ensures the front door is locked and Demo Floor machines are turned off.
3. Creates check log in Excel, listing all of the daily checks received in the mail. Distributes the spreadsheet to assigned personnel.
4. Receives and relays incoming, outgoing and internal calls. Refers messages to appropriate parties. Operates internal paging system.
5. Receives customer supply orders and service calls via telephone, online, FM Audit, email and in person. Follows up with customers to let them know that need have been addressed.
6. Researches supply usage and advises customers on previous orders, expected usage and pricing to ensure there is no excessive shipping of supplies.
7. Documents all orders accurately in E-Auto and prints orders to the shipping department.
8. Obtains accurate description of problem of customer’s machine to place service call in E-Auto.
9. Effectively handles customer issues and questions surrounding the following: billing, supplies and service calls.
10. Effectively communicates with Sales Department with a variety of tasks to include cost comparisons regarding supplies, machine supply lists and helping to solve customer issues.
11. Updates customer and/or equipment records to reflect customer’s special request, site location changes and suite numbers. Send customer change of address through InfoBank for accounting to change.
12. Backup to sorting and opening incoming mail and preparing outgoing mail.
13. Communicates with customers in a friendly, professional manner both in person and via phone or email.
14. Responsible for learning all Ricoh/Savin/Lexmark models as well as features/benefits/price points of all printers and multi-function machines.
15. Maintains a professional appearance.
PHYSICAL REQUIREMENTS:
Ability to communicate effectively via telephone and in person.
Ability to utilize desktop computer and keyboard for data entry and retrieval purposes
Ability to sit at a desk for prolonged periods of time.
MINIMUM REQUIREMENTS:
Extensive knowledge of PC functions in order to operate the following programs:
*Microsoft Outlook *Microsoft Word *Microsoft Excel
High school diploma or GED.
Excellent verbal and written communication skills.
Basic office skills such as filing and typing.
Possesses excellent problem solving skills.
This job description is not all inclusive. Other duties and responsibilities may be added as necessary by the Service Manager – Finance and Operations and/or Customer Care Supervisor.
Job Type: Full-time
Pay: $16.00 - $17.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
Salary : $16 - $18
