Service Support Specialist/Customer Service Rep

SUMMARY

The Service Support Specialist is responsible for answering customer calls for service, conducting initial due diligence regarding the nature of the problem, verifying and/or establishing the commercial requirements of the transaction (such as form of payment, bill to address, etc .),and providing an established time of arrival that is in accordance with the service level agreement.

ESSENTIAL DUTIES AND RESPONSIBILITIES.

Answer Customer and Field Service Technicians phone calls in a courteous and professional manner and provide information to the customer as appropriate such as ETA, pricing, parts availability, etc .

Add new customers to relevant business systems and maintain customer record changes as needed.

Assist in the follow-up and processing of customer credit disputes./

Manage customer survey hotmail corrective actions by following up with customers and discussing issues outlined in survey. Take appropriate action to follow up on resolving customer issues.

Assist in resolving service problems by clarifying the customer's complaints, selecting and routing to technical service, and when asked to assist in solving problems, expediting corrective actions and following up to ensure resolution/satisfaction.

Workload Balance the Field Service Technicians to insure customers' service level agreements are fulfilled.

Interface with internal and external customers to provide exceptional customer service.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Must have excellent customer service skills as follows; display empathy for the customer and their situation, strong verbal aptitude and the ability to use proper grammar. Must have superior telephone skills and be able to extract important service requirement.

Must understand service product levels and be able to present upgrades to existing service agreements.

Have superior customer care and focus skills. This includes being able to manage difficult situations and customer demands.

Be a communicator. Discussions and written information exchanged with the customer must be succinct, timely and professional.

Must have a significant orientation toward detail and be very thorough in the execution of these tasks.

Must be a self starter who will identify problems and initiate corrective actions without specific direction from supervisor.

Be able to interface with other departments and teams in a professional and cooperative manner

Work diligently and professionally in the pursuit of department and company goals. Be able to display a disciplined professional attitude at all times.

Proven ability to prioritize multiple, conflicting tasks.

Outstanding ability to adhere to deadlines. Must be well focused on the issue of time consciousness.

EDUCATION and/or EXPERIENCE

Must have HS Diploma or GED.