Service Support Call Center Administrator

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https://illinoisjoblink.illinois.gov/jobs/13759569

As a Service Support Call Center Administrator, you will serve as a key

member of GatesAirs global service operations team, responsible for

managing and coordinating incoming customer support requests across

multiple communication channels. Operating from our Quincy, Illinois

facility, you will be the first point of contact for domestic and

international customers requiring technical assistance, warranty

support, training services, or equipment servicing.

This role requires a proactive, detail-oriented individual with

Excellent Communication Skills, Strong Multitasking Abilities, And a

customer-focused mindset to support our 24/7/365 worldwide service

model.

Responsibilities

• Serve as the initial point of contact for customer service inquiries
  
  

via phone, email, and GatesAirs online Customer Support Portal.

• Monitor and respond to incoming service communication during core
  
  

hours (8:00 AM 5:00 PM CST, MondayFriday), utilizing overflow

support resources as needed.

• Create and manage service requests, training requests, and warranty
  
  

service orders within the Salesforce CRM system.

• Prioritize off-air service tickets to ensure urgent issues are
  
  

escalated and resolved promptly.

• Assign and dispatch requests to appropriate Service Support
  
  

Engineers and Service Parts Administrators, including after-hours

support routing.

• Maintain and track all field service equipment and support tools.
• Complete internal documentation, including order proofing and
  
  

service order validation.

• Share timely updates and service information through company
  
  

platforms such as SharePoint.

• Collaborate with service engineers and managers to ensure support
  
  

cases are progressing efficiently and meeting customer expectations.

• Prepare, maintain, and process detailed and up-to-date product and
  
  

order records in ERP and CRM systems (NetSuite, PeopleSoft, and

Salesforce).

• Support the continuous improvement of support processes and
  
  

documentation.

• Perform additional duties as assigned by the Vice President, Global
  
  

Services.