What are the responsibilities and job description for the Customer Service Specialist position at Hobart Service?
Job Description:
SUMMARY
Hobart Service is looking for an experienced Customer Service Specialist. This position is critical to the ongoing success and growth to the heart of our business. The Customer Service Specialist conducts administrative work performed in the local branch including, but not limited to: Accounts Receivable, Accounts payable, vacation tracking and absences, dispatching, providing outstanding customer service, and working with both service and parts departments. There may be occasional work with confidential data where the effect of any disclosure may have a negative impact on the business.
ESSENTIAL DUTIES AND RESPONSIBILITIES
These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
- Accounts Payable and Accounts Receivable
- Receive, investigate and resolve all customer inquiries to the satisfaction of the customer
- Proactively schedule service calls for assigned Service Technicians when needed or as a backup dispatcher
- Follow up on completed Service Calls to verify customer satisfaction
- Understand 3rd Party Companies/technology platforms utilized by our key accounts to oversee proper procedures are being followed
- Perform office management functions as necessary, such as assisting with tracking of consignment, assisting walk-in customers, handling phone calls for supervisor, etc.
- Duties as assigned by Branch Manager
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Work Experience
- Accredited High School diploma, Business or trade school or GED
- 3-5 years of similar experience
Desired Education/Experience
- Associate’s or Bachelor’s preferred
Job —Specific Knowledge
To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.
- Leadership – demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/non-exempt status (e.g. coaching, talent development, performance management, discipline, etc.)
- Finance & Accounting – Intermediate knowledge of inventory drivers of a business (e.g. analysis of inventory reports, setting and administering a budget, expense control, pay practices and laws, etc.)
- Sales & Marketing – Proven selling and negotiating skills with effective sales ability and persuasiveness and marketing techniques. Demonstrates knowledge in the following skills: client interviewing, sales, cross-selling, consultative sales, proposals preparation, and presentation.
- Customer Service – Highly professional demeanor with excellent written and verbal communication skills to positively assist and influence customers.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies.
Technical and Analytical Skills
- Basic knowledge of/working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
- Synthesizes complex or diverse information.
- Collects and researches data.
- Uses intuition, experience, and data to drive decision making.
- Designs workflows and procedures.
Innovation
- Displays original thinking and creativity.
- Meets challenges with resourcefulness.
- Generates suggestions for improving business.
- Develops innovative approaches and ideas.
Safety
- Ability to read and understand safety guidelines of the business.
- Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.
Time Management and Communication Skills
- Must be dependable, have good attendance, be punctual, and have a positive attitude.
- Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
- Demonstrated ability to communicate orally with individuals from within and outside the organization.
- Demonstrates crisis/conflict resolution skills.
- Ability to self-motivate and self-direct with little to no supervision.
- Thrives in multi-tasking environment and can adjust priorities quickly
Leadership Skills
- Effective organizational, leadership and presentation skills.
- Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
- Performs with high level of initiative exhibiting persistence and willingness to stimulate new ideas with the organization.
- Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
- Makes self-available to staff.
- Provides regular performance feedback.
- Solicits and applies customer feedback (internal and external).
- Continually works to improve supervisory skills.
- Establishes and maintains effective, collaborative work relationships both internally and externally.
- Effectively recruits candidates and interviews job applicants for open positions, supporting ITW Diversity and Inclusion strategies.
- Represents Hobart Service within their community well.
- Recognize unusual or emergency situations and take appropriate action
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
- Extensive periods of time on phone and in a seated position
- Kneeling, squatting, bending, pushing/pulling
Working Conditions
- Normal office environment
Hours of Work
- Normal business hours with occasional/frequent/extended hours as needed
- Flexibility with schedule to meet critical deadlines
- Extended hours may include nights and/or weekends
- Normal scheduled hours cover early mornings, evenings and/or weekends
