Summary
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS
- Schedules and coordinates Customer Service resources.
- Coordinates Customer Service activities with those of the Call Center and Customer Service Supervisor to ensure that all service requests are scheduled quickly to provide a competitive customer response.
- Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.
- Must have basic computer skills and a working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint and Word).
- Experience with SAP and Salesforce is a plus.
Education
Technical associate’s degree (A. A.) from an accredited two-year college or technical school plus 2 years of related experience or equivalent combination of education and related experience. Prior customer service experience and customer contact via telephone.
SKILLS; include the following, other duties may be assigned.
- Receives and processes internal and external service requests, including a scope of work review with the customer prior to scheduling to ensure both the client and the customer are prepared for the visit.
- Reviews site requirements with the customer to ensure all relevant paperwork and training is handled proactively to ensure prompt site access.
- Reviews requests to ensure the necessary parts and materials are sent to the worksite on-time to meet or exceed the customer’s expectations. This includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included.
- Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning thus allowing for a less reactive work environment.
- Updates the customer (requestor) and internal systems on any scheduling changes.
- Dispatches Customer Service resources per customer requirements.
- Contacts all customers after the Service visit to ensure their needs were met and to determine if there are any open issues that need to be addressed.
- Maintains ownership until service request completion.
- Works closely with Service Supervisor to ensure resources are utilized effectively.
- Adheres to the Quality System and participates in continual improvement.
Job location: Shelby Twp., MI