PRIMARY DUTIES AND RESPONSIBILITIES

• Take incoming service calls, collect necessary information on each inquiry, determine the best course of action for the issue, and communicate next steps to the customer and relay service inquires to appropriate department members
• Troubleshoot system issues over the phone and email with customers and communicate status updates on services
• Create work orders included with clear and concise documentation of each issue provided to manager and field technicians
• Coordinate with department members to promptly address and resolve services
• Create invoices, collect payments, and email receipts for services rendered to customers and track payment status for each service for all company offices, main and satellite
• Track incoming payments from manufacturers and match each invoice to corresponding approved warranty claim
• Manage incoming and outgoing parts for Service and match each invoice to corresponding approved warranty claim
• Coordinate incoming and outgoing shipments with manufacturers and warehouse staff
• Liaison with manufacturers regarding ongoing claims with manufacturers and relay information and shipping estimations to customers
• Submit reimbursement claims with manufacturers and record all submissions made by department
• Intake and triage work orders with leasing partners
• Produce quotes and contractual agreements for services to clients and contractors