Essential Job Functions:
- Make commitments with regard to areas of business such as financial obligations, turn-around-time, expedited repairs, customer accommodations, etc.
- Act as a liaison between the organization and external customers
- Explain services, policies, rationale for decisions, and company procedures to customers
- Request and format reports for management or personal analysis
- Analyze and determine whether or not company is liable/responsible for perceived mistakes or claims escalated by customers
- Compose letters or correspondence requiring independent judgment as to content
- Complete general office duties such as filing & mail
- Perform customer service follow-up calls
- Perform quality inspections of all completed processes
- Enforce new policies and has authority to implement policy exceptions
- Generate estimates of repair as well as part sales for both commercial and individual customers
- Read and interpret schematic diagrams and technical manuals for product identification
- Provide customer service support while answering inbound calls
- Create and maintain a variety of documents & administrative records which may contain proprietary information
- Provide clerical support including customer contact, invoice preparation, reporting & shipping coordination
- Provide feedback to supervisors of any observed trends or customer concerns
- Miscellaneous daily tasks including clean-up activities
- Other job duties as assigned
Requirements:
- High school diploma (or equivalent) with one or two years additional education
- Prior customer interaction experience
- Working knowledge & efficiency using Microsoft Office and Windows Operating Systems
- Possess good organizational and decision-making skills
- Excellent verbal & written communication skills