Customer Service/ Support Rep Technician
Summary
Customer Service plays a key role within our manufacturing facility that involves overseeing and answering technical questions provided by our reps and installers. The position provides guidance, support, feedback and sharing of knowledge and expertise with Reps and customers alike.
Institutional knowledge plays a key role of customer service. These technicians play a critical role in ensuring customer satisfaction and maintaining a positive relationship between the company and its clients. Effective customer service fosters customer loyalty and can significantly impact reputation and success.
Essential Duties and Responsibilities
Customer Interaction
Serve as point of contact for representatives and intercompany inquiries thru phone and email. Respond promptly to customer inquiries, providing accurate information and assistance. Handle customer complaints and escalations with patience and diplomacy, escalating to higher levels of support when necessary. Providing all information for orders and warranty claims alike.
1. Troubleshooting
• Diagnosing resolving installer and rep issues. Providing step by step instructions to help installers and reps diagnose problems in the field in a timely and effective cost saving manor.
2. Processing Warranty Claims
Processing warranty claims and discrepancies against past and present orders by verifying current and past information pertaining to said orders.
Provide customers and representatives with accurate shipping information on orders and warranty claims.
Processing charges incurred due to order shortages and mis manufactured parts.
• Coordinate with internal teams such as sales, logistics, and billing to provide accurate information on current claims or charges.
3. Research
: Research is a key factor of customer service. Replacements of obsoleted parts, or research of old playground locations with no information provided is time consuming and a tedious part of customer service. Tools provided such as top views and drawing do not always provide the information needed to provide the customer with a satisfactory outcome. You must be able to think outside the box by using skills and knowledge that come with experience.
4. Reasoning Ability
: The ability to define problems, collect data, establish facts and draw valid conclusions in a fast paced ever changing environment. With the implementation of customer centricity, must have the ability to follow through with proper and timely communications to ensure a positive overall outcome, this involves follow through and keeping reps abreast of any pertinent situations involving orders.
5. Internal Customer Service
: Researching issues for internal departments. Verifying any issue with existing orders. Researching and entering internal claims for testing and new product development.
6. Order Information
: Compile and detail order information for review of warranty cost.
7. Back Charges
Compile and submit charges incurred due to shortages, mis manufactured parts.
8. Rep Allotment
Responsible for cost of each rep office allotment. Monies allotted to each principal's office yearly.
9. Return Goods
Responsible for processing return goods and issuing notification to appropriate dept.
QUALIFICATIONS
- Microsoft word, power point, excel etc.
Travel
None
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Reasoning Ability
The ability to define problems, collect data, establish facts and draw valid conclusions in a fast paced ever changing environment. With the implementation of customer centricity, must have the ability to follow through with proper and timely communications to ensure a positive overall outcome, this involves follow through and keeping reps abreast of any pertinent situations involving orders.
Computer Skills
Microsoft, excel, power point.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will frequently walk and sit.
The employee will occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually quiet, except in the manufacturing environment where PPE may be required.
PlayCore is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit www.playcore.com/careers (or call, or email…) 256-845-5610 or Hr@gametime.com
