Service Department CSR

SUMMARY: The Service Department Customer Service Rep. plays a key role in our organization. The position is the first impression of the service and support BE&SCO provides to customers and outside service companies. The position is the first contact to our customer when a customer needs help with their machine. The position provides amazing customer service, along with collecting information from the customer and prioritizing the Service Technicians schedules and workflow. The position follows up with the customer for satisfaction. This position allows more time for the Service Technicians and Service Manager to work on repairs. The position answers all calls/emails, gather as much information as possible from the customer, answers customer questions and enters the data into Sales force before assigning to a technician. The position will also provide general office support with a variety of clerical activities and related tasks. The position initiates, coordinates and executes support to departments including Service, Sales and Parts.

DUTIES AND RESPONSIBILITIES:

• Answers, tracks and handles incoming phone calls in a professional and timely manner; takes accurate messages with a high degree of professionalism and courtesy. Multitasks multiple phone calls and emails simultaneously. Responds quickly to customers, customer emails and phone calls.
• Takes ownership of all customer issues in a professional and courteous manner, in person, on the phone or via email and follows problems through resolution. Builds sustainable relationships. Improves the customer service experience, creates engaged customers and facilitates organic growth. Increase customer satisfaction, loyalty and retention and to meet their expectations.
• Keeps record of all customer interaction and details of actions taken. Maintains accurate records in Salesforce. Ensure that the data and information provided is accurate and true. Proactively establishes and maintains highly organized filing system; files correspondence and other records.
• Proof reads, enters data, prepares and processes: paperwork, contracts and RFP/RFI/RFQ responses for clients and prospects into computer systems. Send outgoing correspondence. Composes, types, and distributes professional correspondence, E-mails, and faxes using individual initiative and as assigned. Receives, distributes daily internal/external emails to the service department.
• Assists and works hand and hand with the Service Manager and Service Technicians.
• Assists in development and implementation of service department systems and procedures as needed. Assists the Service Manager with creating service procedures, policies and standards and plan, coordinate, organize the Service Department.
• Assists the Service Manager on assigning technicians to service work orders based on work load and priority. Helps maintain an orderly workflow according to priorities. Processes service work orders.
• Analyze statistics and compile accurate reports. Reports back on results and brings attention repeated issues.
• Coordinates calendars and schedules appointments, ensuring all parties are informed of and kept abreast of schedules; manages the service calendar and reminds them of meetings or deadlines.
• Coordinates Service Company Trainings, Customer Trainings and other events as required.
• Coordinates travel arrangements; completes expense reports and processes invoices; ensures that correct account codes are used and required signatures obtained.
• Creates and edits reports and slide presentations using Word and PowerPoint respectively. Generates and edits complex spreadsheets, including formulas, formatting and graphs.
• Orders, receives, stocks and maintains service office supplies; coordinates equipment maintenance.
• Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Carry out tasks with the aim of minimizing errors, waste and time.
• Always adhere to all company policies, procedures and safety.
• Assists with special projects as assigned.
• Tidy and maintain the service area.
• Be involved and contribute at team meetings.
• Occasional continued skill and safety trainings required.
• Responsible for completing special projects, tasks or other duties as assigned by the Service Manager.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

• Associate degree (A.A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.
• 3-5 years’ proven experience in customer service, administrative assistant fields
• Must be able to speak/read/write and understand in English and Spanish.
• Exceptional time manager who values punctuality.
• Excellent interpersonal and customer service skills, always; welcoming, humble, friendly and polite. Strong professionalism skills and fosters teamwork, collaborations and create positive connections with clients.
• Excellent telephone and listening skills; professional and respectful.
• Excellent verbal and written communication skills; polished and well spoken.
• Advanced knowledge of the product and service the company is offering.
• Advanced troubleshooting and multi-tasking skills. Multi-tasking phone skills.
• Proficient on Windows, Outlook, Word, Excel, Salesforce and ERP. Proficient with office software programs, including spreadsheets, databases, word processing and graphic presentation software.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Strong judgement with the ability to make timely and sound decisions
• Ability to deal with difficult customers; helpful, patient and polite.
• Ability to problem solve and strive for efficiency in all processes and workflows
• Ability to handle many details and challenging situations all at once. Ability to think on your feet and juggle many duties simultaneously.
• Ability to identify any issues or training needs.
• Ability to understand and follow written and verbal instructions.
• Ability to deal effectively with a diversity of individuals at all organizational levels. Ability to work independently and as a member of various teams and committees. Ability to have great working relationships with the Service Manager, Service Technicians and other departments and teams.
• Ability to work the phone switchboard.
• Ability to use timely wisely to achieve outstanding productivity.
• Ability to be creative, flexible, and innovative team player.
• Ability to set priorities and developing a plan of action. Ability to plan and organize projects.
• Ability to handle money transactions.
• Ability to keep work flowing without distractions or interruptions.
• Ability to use calendar on paper or in an email program to identify and schedule tasks that work for everyone invited.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail. An eye for detail is essential when carefully proofreading important documents.
• Comfort and skill with technology. Knowledge on how to use and maintain office equipment, such as copiers, printers, phones and scanners.
• Keystrokes a minimum of 50 wpm.
• Able to delegate tasks, give instructions and provide feedback in a timely manner.
• Commitment to excellence and high standards.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Sit for prolonged periods; up to 8 hours per day.
• Typing for long periods of time.
• Talking on the phone to customers for long periods of time.
• Accurately complete detailed reports.
• Coordinate multiple tasks simultaneously.
• Physical activity includes prolonged and intensive use of fingers on repetitive operation of computer terminals, requires viewing computer screens for prolonged periods, and requires extensive and continuous telephone communication.

WORK ENVIRONMENT:

• Works in an office setting Monday – Friday 8:00 am – 5:00pm at 200 Lombrano St. San Antonio, TX. 78207
• Will encounter uncooperative and challenging customers.
• Occasionally will have to visit the manufacturing floor where it can be noisy