What are the responsibilities and job description for the CUSTOMER CARE MANAGER position at Custom Truck One Source?

EXTRAORDINARY PEOPLE. EXCITING POSSIBILITIES. GREAT OPPORTUNITY.

Custom Truck One Source has changed the way the industry looks at specialized trucks and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source.

Summary

Custom Truck One Source has an opening for a Customer Care Manager position with a background in the specialty truck industry. This position will be responsible for building and managing a team of customer support representatives, to field customer complaints, provide customers with helpful information, answer questions and resolve issues to create an exceptional customer experience. Additionally, this position will help lead quality improvement efforts and improve the offering of OEM, 3rd Party, and CTOS branded extended warranty and service contracts.

Essential Duties and Responsibilities

Provide an exceptional level of customer experience by engaging with customers in a friendly, professional and timely manner.
Communicate with repair centers on the customer behalf to ensure the repair is prioritized.
Communicate with customers when their unit was repaired by a 3rd party facility to ensure satisfaction.
Identify and build relationships with new and existing service locations to better support customer repairs.
Monitor After-Sale Surveys to identify issues and escalate to management.
Partner with Sales Representatives, Sales Managers, Product Managers, Warranty teams and repair facilities to create solutions for customer issues.
Proficiently use our ERP and sales systems to gather information and identify route causes to customer issues.
Identify customer issue trends and provide feedback for process improvement.
Document all customer interactions, issues and resolutions in our CRM.
Continuously attend training sessions to grow product and system knowledge.
Communicate all updates through the proper channel.
Work cohesively with all other departments.
Complete all other tasks given from the manager.

Required Skills and Qualifications

High school diploma or the equivalent.

Professional and Technical knowledge of specialty trucks.

Previous experience in customer support roles.

Valid Driver’s License required

Professional personal appearance

Extremely detail oriented and accurate.

Must be able to work in a fast-paced environment

Setting priorities and adapting to changing work priorities.

Must be self-sufficient and driven.

Meeting deadlines and schedules.

Strong attendance record

Must be able to pass a pre-employment drug test

Computers and Electronics — The applicant needs to be proficient on a computer and have the ability to learn new programs quickly. Must be able to use Microsoft Office package (Word, Excel, Outlook). Must be able to work independently and create innovative solutions to problems with minimal direction from supervisors.

Mathematical — Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Preferred Skills and Qualifications

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Talking to others to convey information effectively.

Understanding written sentences and paragraphs in work related documents.

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Monitoring / Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Communicating effectively in writing as appropriate for the needs of the audience.

Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Working Conditions

Majority of work performed in an office setting

Physical Requirements

Occasional lifting of 10-50 pounds

Ability to sit for at least 8 hours per day

Ability to see things in close proximity whether through natural or corrected vision.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

BENEFITS

401(k) with Employer Match

Competitive Health Care

Dental, Vision, and Life Insurance

Paid Vacation, Sick and Holidays

STD / LTD

Partner Discounts

Investment in Employee Development

Custom Truck One Source is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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