Customer Service Representative- Triage

Non-Exempt Position Description

OEM Support Representative Level I

Job Description Summary

Under the direction of a Customer Service Manager, The OEM Support Representative - Level 1 Call Center Support (aka Triage) plays a critical role in supporting restaurant and kitchen staff in using, troubleshooting, and maintaining a variety of foodservice equipment. An employee must be able to effectively communicate information and respond to questions from End Customers, Field Service Technicians, and OEM business partners. Our team helps keep the busiest kitchens and convenience stores in America up and running. Within our team, we are the friendly confident voice who answers the toll-free helpline. We are who our equipment manufacturers and customers trust to help save the day when “life happens.”

Marmon Foodservice Technologies Values

All employees are expected to conduct their work to align with MFT Values.

Character

• Do the right thing for people and communities we serve.
• Work hard and humbly for each other.
• Build trust through open, honest communication.

Courage

• Own our success and make a difference.
• Challenge the status quo.
• Be bold to make the tough decisions and take risks.

Creativity

• Innovation and simplicity determine our success.
• Growing through continuous learning.
• Relentlessly curious.

Community

• People are our greatest asset.
• Welcome diversity of people and ideas.
• Strong relationships make us better.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• The primary responsibility of this position is to be the first point of contact for our customers.
• The OEM Support Representative is accountable for various functions related documenting customer needs, proactive problem solving to ensure One Call One Resolution, or appropriate handoffs to the Advanced Support team when needed.
• The OEM Support Representative is responsible for performing a thorough qualifying process with each caller which includes gathering contact information, equipment details, and determining warranty status and the appropriate next step(s) to support the caller.
• Our OEM Support Representatives will work in our fast-paced, high-volume call center environment and is responsible for 60 inbound/outbound calls a day from and to foodservice equipment users and servicers.
• This position spends 75% or more time on the phone and includes receiving a high volume of inbound calls and performing outbound return calls to customers.
• Actively listen to customers to help identify the best course of action to meet their needs.
• The OEM Support Representative performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction.
• In addition to knowledge, our top performers have a passion for excellence, outstanding communication and organizational skills, and the ability to readily build relationships over the phone.

Required Qualifications, Skills/Competencies

• High school diploma / GED is preferred or equivalent work experience.
• 2 years Customer service and high-volume call center experience preferred.
• Excellent written and verbal communication skills; will be expected to become proficient in some foodservice & kitchen equipment terminology.
• Ability to prioritize and manage multiple tasks and sensitive deadlines.
• Must have working knowledge of the following Microsoft products: Excel, Outlook, and Word Experience along with experience using an online customer management system with ability to learn new systems.
• Strong work ethics, enthusiastic, willing to work with others and contribute to the team atmosphere.
• Bilingual communication skills are a plus.

All Employees:

· Follow established policies and procedures as outlined in Marmon Foodservice Technologies’ Quality Manual and associated documents.

· Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.

Working Conditions: Work is performed in a professional office environment. Hours of work will generally be during the hours of 7:00am to 5:00pm with at least 40 hours a week but may vary according to special projects, deadlines, or other concerns.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acknowledgement: This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate

Job Type: Full-time

Pay: From $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience:

• Customer Service: 3 years (Required)
• Call center: 2 years (Required)

Work Location: Hybrid remote in Minneapolis, MN 55445

Salary : $21