Service Support Representative Team Lead

Description

Why Block Imaging?

Be part of a positive work community where team member's ideas and contributions are valued.

· Offering a healthy work life balance.

· Our culture encourages professional development and seeking out opportunities for growth.

· The medical imaging industry is a stable and growing worldwide market.

Job Description:

Responsible for overseeing and supporting the service function of Block Imaging Parts and Service.  Receive incoming service calls and input information so that repairs can be coordinated for our client’s service plans. Lead the service support team to optimize performance. Act as a primary point of contact for escalations, process improvements and training.   

Benefits and Perks

We live out our mission, People Matter, through the care and benefits we provide our team. 

Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage. 

Paid Time Off: Full-time team members start at 19 days of PTO and receive “people matter” days for volunteering in your community.

Profit Sharing:  Bonuses based on meeting company profitability goals.

Investment Plan/Budgeting: Investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.

Tuition Assistance:  After three-months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.

Paid Parental Leave: Up to three weeks of paid parental leave following a qualified Family and Medical Leave Act (FMLA) qualified and approved leave.

Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.

Requirements

Objectives:

• To support customers in up time of their equipment
• To establish and maintain relationships with customers
• To assure the accuracy of all the documentation
• Lead and support the service support team to uphold company standard and improve performance

Essential Functions:

• Receive and manage incoming service calls from clients
• Communicate with third party call center and platform for changes
• Develop creative solutions to resolve problems
• Denying service when appropriate and offer other solutions when appropriate
• Initiate follow up calls to ensure customer satisfaction
• Pursue established goals for program profitability
• Working respectfully, cooperatively, and professionally with others in the best interest of the company
• Handling any other duties as assigned
• Monitor service requests and initiate follow-up calls to ensure customer satisfaction

Role Competencies:

• Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner
• Confidence in handling service escalations and ensuring quick resolution
• Desire to solve problems using initiative and critical thinking skills
• Capable of building positive working relationships with team members, customers and vendors
• Ability to be flexible and resolve situations with confidence and mature leadership
• Solution-oriented professional who treats others with dignity and respect
• Team player who will foster communication among teams and share success
• Experience in delivering and demanding a high level of customer service
• Experience in Microsoft Office in Excel, Word, and Outlook

Cultural Fit:

Exhibit the Block Core Values of Honor, Together, Growth, and Integrity.  Make choices that contribute to the development and reinforcement of the core values.

Qualifications:

Education: Associates degree or equivalent preferred

Experience: Preferably 1-3 years’ experience in a customer service setting

Skills Requirements: 

• Ability to confidently present service solutions 
• Experience leading a team or taking initiative in problem-solving
• Ability to be assertive and make decisions
• Proficient in Excel, Word, Outlook, keyboarding, and internet experience is preferred.
• Ability to organize and file both paper and electronic documents 
• Interpersonal, negotiation, telephone, writing, and listening
• Analytical skills with the ability to evaluate need, identify options, and negotiate price 
• Ability to work independently and make business related decisions
• Problem Solving
• Maintaining confidentiality
• Ability to maintain quality work under pressure situations and/or deadlines 

Supervisory Responsibilities: This position provides leadership, guidance, and team support but does not directly manage personnel. 

Minimum Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.
• Physical activity that requires keyboarding, sitting, phone work and filing.
• Physical activity that always requires extensive time working on a computer.
• Physical activity sometimes requires travel, and flexibility of schedule. 
• Physical activity that sometimes requires standing, bending, stooping, reaching, climbing, kneeling and/or twisting through filing and lifting under 25 lbs.

The above information indicates the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary : $1,000 - $2,500