What are the responsibilities and job description for the Customer Support Advisor position at Nixon Power Services?
With 100 years of success, Nixon Power Services is the world’s largest distributor of Rehlko Power generators (formerly Kohler Power). We operate in an environment where flexibility and a willingness to take on new responsibilities keeps things interesting! We value team members who are passionate, down to earth and have a “can do” attitude, and enjoy providing premium services to customers.
We're on the lookout for a proactive and energetic individual to join our team as a Customer Support Advisor. In this position, you'll handle lead reviews, generate quotes, monitor approvals and purchase order receipts, initiate service calls, coordinate with both internal and external stakeholders, and engage with customers. Your role will be crucial in ensuring Nixon provides top-notch services and an exceptional customer experience, fostering business growth and retention. We’re looking for someone who is detail orientated and has strong organizational skills. The ideal candidate will work well across teams, is willing to learn and grow and exercises good judgement.
What you’ll be doing:
- Research parts and collaborate with Technicians to address all parts research needs.
- Prepare quotes by identifying, validating, and pricing needed parts by collaborating with Kohler and any external vendors, as needed. Promptly respond to customer inquiries and provide quotes within expected timelines.
- Partner with Technicians and Service Leaders, as needed, to ensure accuracy of quotes from lead creation through final repair of the generator(s).
- Review and follow up daily on quoted work and track sales progress through assigned system.
- Respond promptly to all customer calls and emails regarding requests for additional work.
- If there’s an emergency or unit down situation collaborate with all stakeholders (internal and external with the client) to ensure the customers’ needs are met.
- Communicate with customers, as needed, from opportunity receipt to Technician scheduling.
- Assist Service Coordinators in communicating expectations, planning, and aligning quoted work appropriately.
- Identify and qualify quotes that may require additional incentive or value add.
- All other duties as assigned.
What we’re looking for:
- Minimum 2-4 years of experience in customer facing positions
- Proficient in Microsoft Office Suite of programs.
- Strong communication skills both written and verbal.
- Exceptional customer service skills.
- Strong organizational skills.
- Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.
What’s in it for you?
- Competitive compensation package
- Full Benefits: Medical, Vision, Dental, and more!
- Paid Time Off
- 401(k) matching
- Opportunity to get in with an industry leading organization
- Team-oriented culture