What are the responsibilities and job description for the Technical Customer Service Advisor position at Compunnel Inc.?
Roles and Responsibilities:
Overview:
The Customer Care Advisor serves as the first point of contact for customers, providing high-quality customer service and technical support within the branch location. This role involves assessing customer needs, creating work orders, troubleshooting issues, and ensuring an efficient resolution process. The advisor will also handle warranty claims and service documentation while maintaining strong customer relationships.
Key Responsibilities:
- Act as the primary point of contact for customers in-person, over the phone, and via digital communication.
- Assess customer needs, gather relevant information, and provide accurate responses regarding products and services.
- Create and manage work orders in the appropriate systems, ensuring timely and accurate service tracking.
- Perform basic diagnostics by plugging into trucks using a dongle and 9-pin connector to capture and download relevant data.
- Troubleshoot issues using guided workflows, mechanical and electronic service tools, and software applications.
- Provide status updates to customers regarding service progress and resolution timelines.
- Assist with warranty claims by verifying root causes of failures, determining eligibility, and submitting claims accurately.
- Maintain accurate service documentation, ensuring compliance with internal processes and regulatory requirements.
- Collaborate with internal teams to escalate technical issues when necessary and ensure seamless resolution.
- Monitor and manage service-related documentation, ensuring all required data is captured in the service management system.
Required Skills & Qualifications:
- Computer Skills – Ability to navigate service management software, diagnostic tools, and electronic service applications.
- Customer Service Skills – Strong interpersonal and communication skills to build positive customer relationships and resolve inquiries efficiently.
- Organizational Skills – Ability to manage multiple tasks, document service events accurately, and prioritize workloads effectively.
- High school diploma or equivalent required.
- Relevant work experience in a customer service or technical support role preferred.
- Experience with service diagnostics and familiarity with truck systems is a plus.
- Ability to work independently, follow procedures, and adhere to company policies.
Salary : $22 - $24
