Responsibilities

• Developing strong customer relations through successful management of customer needs.
• Maintaining computerized customer profile information.
• Monitoring customer records to check for consistent servicing and future work.
• Manage all services and deliveries by ensuring optimum productivity and performance of all staff and technicians.

Duties

• Develop cost estimates for repair services including necessary parts, labor time, and pick-up or delivery.
• Convey all necessary information regarding costs, parts, and work to customers both verbally and in written-format.
• Schedule the appropriate service technician for each job.
• Appropriately communicate with customers to discuss their needs, arrange for service, and relay customers’ unit needs to the service technician.
• Contact customers in the case of additional services needed; discuss details and extra costs associated with additional services.
• Enter the details of repair jobs into the ticketing system for record keeping and customer need purposes.
• Prepare documentation of unit failures as well as services provided for warranty claim filing.

Qualifications

• Proven work experience in a similar role.
• Computer literacy and knowledge of software programs.
• Excellent communication and customer service skills.
• Strong leadership skills and the ability to take direction in a fast-paced environment.
• The ability to understand and relay technical issues to the service technicians from the customers’ description.
• High school diploma or equivalent is preferred.

Physical Requirements

• Kneeling, standing, lifting to 50lbs.