Customer Service Representative

High levels of customer satisfaction and constant revenue stream keeping Technical Solution Manager busy and profitable.

Responsibilities

  • Service communication hub between end customer, Technical Solution Manager, Sales Team, manufacturer, Store Manager, General Manager and Customer Care Manager
  • Full time customer assistance via phone and email. Manages and overviews all service-, parts-, delivery- & installation requests: Sole person that initiates & dispatches service / installations to technical functions
  • Compiles quotes for services, deliveries & installations
  • Tracks progress & conducts follow-up on customers, Technical Solution Manager, technicians / installers, spare part orders and colleagues on every service case, delivery & installation
  • Collection of service and installation reports & documentation in Service Desk
  • Sole person in office that conducts spare part ordering, overviews process & provides transparency in regards to ETA to all involved parties
  • Coordinates schedule of Technical Solution Manager in public calendar (schedule and route planning)
  • Selects and manages Technical Solution Manager and third party service providers / installers constantly evaluating best matches based on profitability (first priority is always to keep the Technical Solution Manager occupied and profitable), customer preferences, competency and urgency
  • constant information exchange the sales team o Communication link between GM and Technical Solution Manager; regular communication with GM in order to oversee all projects and to coordinate Technician’s specific involvement
  • Escalates sophisticated services to General Manager / Customer Care Manager
  • Conducts customer service evaluation calls and compiles documentation before closing the service, manages customer satisfaction surveys
  • Managing and documenting any customer interaction in Service software
  • Creates daily reports as well as special request reports for Customer Service Manager & General Manager
  • Creates quotes and invoices for LCA services & parts in QuickBooks
  • Schedules and coordinates ALL product deliveries
  • Overview and collection of pending payments from manufacturers for rendered within warranty services
  • Service Marketing o Pro-actively executes out-bound service calls offering maintenance & products (Telemarketing)
  • Develops marketing support in close cooperation with Customer Care Manager and General Manager and executes marketing initiatives as agreed on
  • Receptionist & Showroom Presentation
  • Greets walk in customers in a polite and professional manner granting an excellent customer experience (if not on the phone with service-related aspects of the job)
  •  Provides hospitality and contributes to making sure that all displays are in satisfactory condition (i.e. clean, functioning, presentable, properly displayed), before the day begins and when the day ends

Background

  • Healthy work attitude: friendly, structured, reliable & detail-oriented, people person, eloquent, professional, respectful, pro-active, team player, goal driven, fast learner
  • Customer service skills & experience
  • Interest in technical appliances / ideally technical background
  • General computer skills
  • Read, write and speak English and Spanish fluently
  • Interpersonal & time management skills
  • QuickBooks Enterprise
  • Adherence to processes and procedures

Other

  • Attendance on a regular, consistent basis is mandatory including at the time scheduled by your supervisor daily
  • Work hours from Monday to Friday 9:00am – 6:00pm
  • Store presence every other Saturday 10:00 – 3:00pm