What are the responsibilities and job description for the Service Advisor position at Acucraft Fireplaces?
Position Overview - Service Advisor
The primary objective of this role is to support the service team by providing exceptional support to our customers. You will work closely with our service manager in assisting and solving the needs of our customers via phone and email. These issues can include but are not limited to placing parts, warranty, and RMA orders, and working through departmental processes and procedures to provide world class customer support. This position is an integral part of our service team and is the voice and face of Acucraft to our customers.
We’re looking for a candidate with electrical and mechanical knowledge as well as strong troubleshooting skills in order to effectively communicate with customers and solve technical fireplace issues in real-time. In this role, you will provide resolutions to installation questions, electrical and mechanical concerns, installation manual support, warranty claims, service inquires, and troubleshooting.
Duties & Responsibilities
- Must demonstrate excellent customer service and a professional demeanor at all times.
- Handle technical support calls from service technicians, installers, and customers.
- Ability to multitask and prioritize various communication platforms (phone, email, in person, CRM)
- Troubleshoot fireplace issues and offer clear resolutions
- Follow up on all customer inquiries to ensure job completion and customer satisfaction.
- Approve and process all warranty claims and RMAS
- Some limited potential for local travel to sites requiring maintenance / troubleshooting associated with fireplace service and contracts
- Other duties as assigned.
Required Qualifications
- High level of understanding of electrical and mechanical systems alongside a technical aptitude.
- Previous experience with HVAC, Electrical, or plumbing would be a benefit, but not required.
- 3 years of experience in a customer service support role with mechanical aptitude preferred
- Willing to work individually as well as on a team
- Strong verbal and written communication skills
- Detail oriented and ability to document all customer based conversations
- Excellent time management and organizational skills.
- Strong knowledge of Microsoft Office, QuickBooks and CRM software.
Reports to: Technical Support Manager
Schedule: Full Time, Monday – Friday
Location: Big Lake, MN
Benefits: Health, Dental, Paid Time Off, and 401k Programs Available, When Eligible
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
- Overtime
Supplemental Pay:
- Bonus opportunities
Work Location: In person
Salary : $55,000