Become A Customer Service Administrator

* Dispatch field engineers for customer requested service actions
* Answer customer service phone lines consisting of mainly customer and Field Engineer generated phone calls
* Assist Field Engineers with various administrative needs via phone and email
* Review, update and approve/close service calls in Oracle
* Perform data entry and input change information for equipment in Oracle customer and installed base records
* Open, update and close service calls in Oracle
* Process and review required paperwork from Field Engineers
* Other duties as assigned by Customer Services management
* Working hours: M
* F, normal hours

* Communicating with cities and municipalities about permitting requirements and relay the requirements to the technician.
* Schedule inspections.
* Follow up on inspections and communicate to sub-contractors, technicians and management inspection status.
* Courtesy calls to customer for the next day’s inspections.
* Track and document sales and line location.
* Coordinate with the managers for the scheduling of sub-contractors.
* Record serial numbers for warranty information into dispatch software.
* Run reports and update spreadsheet and bulletin board with the department revenue numbers weekly.
* Run reports and track agreement numbers for new, refunded and renewal memberships.
* Run report for recalls for managers.
* Provide support to the call center upon request by assisting with incoming calls and booking appointments.
* Dispatch when primary dispatcher is not available.
* SUPERVISORY RESPONSIBILITIES:
* This job has no supervisory responsibilities
* COMPETENCIES
* 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, skills, and/or abilities required

* Provide phone, email, chat, social media based support as business dictates
* Inbound/Outbound communications with Clients – (e.g.
* Calls, E-mails)
* Maintain a high level of call quality as measured by a dedicated Quality Assurance team
* Demonstrates exceptional customer service on all internal and external interactions
* Review and respond to client complaints – (e.g.
* Escalate the appropriate path when necessary)
* Provide technical and administrative support to Dealership staff - (e.g.
* Sales, Service, Subscribers, and Help Desks)
* Provide exceptional customer service to customers in a multiple media formats, with professional maturity and grammatical skills.
* Advise/educate on each interaction within procedural guidelines to ensure a complete understanding of the process
* Consistent and coherent documenting of every interaction
* Demonstrate ownership of issues through resolution
* Handle customer tech support calls and emails relating to web portal and mobile applications
* Actively participate in team discussions/meetings
* Ability to work in a team and independently as needed
* Ability to share critical information with peers and ensure that procedural information is current and accurate
* Case load management with daily follow-up with customers
* Understand Cellular troubleshooting and connectivity concepts
* Research and troubleshoot of questions and problems
* Use active listening, problem-solving, and critical thinking to resolve customer concerns
* Enthusiastic approach towards learning new systems and skills
* Other duties that may be assigned by Team Lead/Supervisor/Manager
* Must be able to speak fluent English and Spanish

* Provides administrative support for theCustomer Services Representatives
* Administrative support includes, preparing invoices and othermiscellaneous forms and letters, and responding to various customer servicesrelated telephone inquiries, which encompass 80
* of the workday.
* Responds to customer services relatedinquiries, which may include calculating buyout requests, working with Treasuryto correct misapplied payments, waiving late charges, answering tax and paymentrelated questions, solving invoicing problems and making changes to contractsin the Leasing system.
* Responds to credit reference inquiriesand loan balance confirmations submitted by auditing firms, which may involveusing T-value to confirm interest paid and principal balances.
* Maintains various logbooks andspreadsheets for tracking customer services volume and performance.
* May be responsible for tracking assetinsurance coverage and effective dates, and providing proper intra-regionnotifications as to the identified deficiencies.
* Participates in accomplishment ofcontinuous improvement objectives for the department
* Progress toward accomplishment of these ismeasured through maintenance of necessary measurements and analysis ofassociated data
* Participates in theidentification of problem areas and development of resolutions to address them.
* Understands the Harassment policy of thecompany and is responsible for its application in all aspects of employment.
* Qualifications

* Provide follow up and support to the Regional Sales Managers.
* Prepare quotations for assigned customers.
* Review, interpret, and enter data into internal databases, ERP or CRM tools.
* Issue credit memos and return material authorizations.
* Provide order status to customers.
* Ensure export license compliance.
* Log sales information with few errors.
* Uses knowledge to solve complex business problems.
* Escalate issues as needed.
* Improve the sales process.
* Other responsibilities as assigned