What are the responsibilities and job description for the Commercial Customer Service Rep position at Scotsman Ice?
Function
Parts and Technical Service
Reports to
Director of Service
Supervises
None
Mission
Provides support to customers, dealers, distributors and service providers for commercial products.
Principle Activities
Answers inquiries received from customers, distributers, service providers and dealers
Enters information into SF for tracking and reporting purposes
Follows cases to completion in a timely basis
Acts independently to resolve customer issues/recognizes when appropriate to escalate
Reports case status monthly
Supports dispatch team
Finds customers a service provider willing to work on their unit.
Gathers the data to determine the best course of action such as unit replacement versus unit repair.
Assisting in warranty claim review and warranty processing.
Conducts customer follow-ups.
Assisting tech support in providing information on nontechnical related calls.
Assumes all other duties and tasks as required and assigned
Financial/Risk Control
Conduct yourself in accordance with the Company code of ethics policy at all times
Qualifications:
Required Knowledge and Skills
Excellent customer service skills
Great communicator in all forms (email and voice)
Technically inclined with the good grasp on generic technical knowledge
Excel skills would be a plus
Familiar with Service Bench and Salesforce would be a plus
Ability to work with a team in a productive and positive way
Required Education
If none please remove
Required Experience
At least 5 years of customer service experience with 2 of those years handling escalations.
OR
Bachelors Degree in related field with 2 years of customer service experience with escalations.
Physical Requirements
Ability to stand for prolonged periods and perform repetitive tasks. Must be able to lift at least 30 lbs and wear all required PPE.
Salary : $55,000 - $65,000
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