What are the responsibilities and job description for the Customer Support Representative position at Raise?
Job Description
We’re Hiring!
Our key client is hiring and looking to add a Customer Support Representative to their team. Please check the description below and reach out to us for more details if you are interested.
Pay Rate : $22.00 / hour on W2
Work Type : Onsite – Orlando, FL 32822
Work Schedule : Monday – Friday | 7 : 00 am – 3 : 30 pm
Duration : 3-month contract (with possible extension)
Key Responsibilities :
- Responsible for the WIP management of each assigned customer.
- First point of customer contact.
- Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous areas causing customer delays in the repair process.
- Provide weekly customer status reports on WIP and ongoing issues as needed by customer account representatives.
- Works with the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
- Attends meetings with customers and AMT as needed and provides input where appropriate.
- Works with Industrial Engineering, Repair Line Managers, and Product Support Engineers to obtain technical knowledge related to products customers send in for repair.
- Ensures correct work order identification and coding of database records when quoting each repair notification.
- Ensures proper identification of client’s performance commitments in the database and sets TAT exclusions as appropriate.
- Based on general guidelines, generates estimates and sets not-to-exceed (NTE) authorization levels allowing labor hours and material cost to be applied to customer units for technician repair activity as required by site-specific procedures.
- Creates and sends estimates to the customer regarding repairs or RFQs with information taken from shop technicians and pricing directives / contracts.
- Proposes exchanges to customers for products under repair and works with the Exchange Team for exchange unit availability as appropriate.
- Monitors customer terms and authorizes return shipment of customer products.
- When circumstances support, request authorization to ship if a customer is blocked due to late payments or financial risk.
- Provide feedback to the customer on time regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
- Promote the use of PartEdge for internal and external customers.
- Collaborates with the Virtual Shop and Operations Support Team to fix customers' issues and obtain customer information when needed.
- Responsible for initial customer account setup collaboratively with other departments.
- Monitors customer terms and authorizes return shipment of customer products.
- When circumstances support, request authorization to ship if a customer is blocked due to late payments or financial risk.
- Participates in customer support meetings as appropriate.
- Promote upselling tactics with customers, where appropriate.
- To inform and work with the Account Management team of upselling opportunities that will bring increased margins and / or market share.
- Obtains customer-related information for client’s retrofit and distribution teams where required.
- Utilizes web-based tools as needed to manage customer accounts. Ex. AeroExchange, ILS, etc.
- Documents in Salesforce ongoing customer issues and feedback from customers for AMT review.
- Take the extra mile to engage customers
- Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles
- Conducts oneself in a way to ensure excellent customer service.
- Additional duties as assigned by team leader / Customer Support Manager.
Minimum Requirements :
Preferred Qualifications :
Raise PBC is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, ancestry, age, disability, genetics, gender identity, veterans' status, sexual orientation, or any other characteristic protected by law. Raise PBC is an equal opportunity employer encouraging diversity in the workplace.
USVM
Salary : $22
