What are the responsibilities and job description for the GMC Temporary Customer Support Representative position at Daikin?

Daikin Comfort Technologies Manufacturing, L.P. is seeking a skilled individual for our Customer Support Temp position at our DTTP - Waller, TX location. The Customer Support Temp is the mediator between the customer and the manufacturer. The "mission" of Customer Support is to meet the needs and concerns of the customers by being, empathetic, calming, resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in coordinating onsite visits, or repairs with HVAC Dealers, or contractors.

May include :

Provide excellent customer service via phones and email. (homeowners, distributors, dealers)
Respond promptly to correspondence via phone, fax, mail, and email
Perform data entry, review, process, file and maintain documents
Located HVAC dealers / contractors and dispatching work orders
Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures
Identify and suggest process improvement opportunities
Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management
Escalate matters of concern / urgency to immediate team lead or manager
Perform other duties as assigned

Nature & Scope :

Takes direction from lead

Works within well defined instructions

Understands warranties and has basic product knowledge

Knowledge & Skills :

Excellent customer service skills

Must have ability to diffuse an upset caller

Ability to handle calls in a timely manner

Effective communication skills - Articulation, pronunciation, and proper grammar a must

Strong intellect and aptitude desired, along with ability to manage multiple and varied activities

Effective organizational and time management skills with ability to prioritize

High level of attention to detail and accuracy of work

Analytical skills including ability to interpret information and make sound recommendations

Must have the ability to work in a cross functional capacity with internal and external teams

Working knowledge of internet applications as well as data entry, Microsoft Excel, and Word

Ability to multi-task and handle a fast paced environment

Familiar working with general office equipment- Fax, Multi-line phone, copier, and document scanning

Ability to report to work per assigned schedule - and complete work within assigned time lines

Knowledge of warranty processes

Knowledge of HVAC products is strongly preferred

Experience :

1 - 3 years of progressive experience in related field (warranty processes and preferably within HVAC industry)

5 plus years of customer service experience

Education :

High School diploma or GED equivalent and familiarity with finance, accounting and statistics desirable

Physical Requirements / Work Environment :

Must be able to perform essential responsibilities with or without reasonable accommodations

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV / AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

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