• Technical Service Coordinator

    Req No.
    2018-1536
    Category
    Customer Service/Support
    Type
    Regular Full-Time - RFT
    Work Schedule
    8:00am - 4:30pm
  • Overview

    This position is responsible for supporting the Technical Service team and Bruno dealers in a fast-paced call-center environment.  Process parts orders, warranties, take parts calls and respond appropriately to incoming parts emails. Handle non-technical end user concerns or escalations.  Work independently and on teams to develop, improve and ensure customer satisfaction.  Support Technical Service team to attain service level goals and meet customer needs. 

    Responsibilities

    • Possess knowledge of company’s accessibility products, product functionality, prices, lead times, warranties
    • Respond verbally and in writing to customer requests via telephone, email and fax
    • Contact customer to ensure response was timely and accurate
    • Utilize problem solving skills for work not clearly defined and work in a systematic and efficient manner
    • Index, and maintain organized records
    • Proven decision-making skills to expedite customer inquiries and process quotes and orders accurately
    • Develop recommendations for process improvements that identify solutions and create standardized work
    • Work with confidential business matters, perform accurate work, display personal initiative to meet all goals within deadlines, work collaboratively and display respect, trust and integrity

    Qualifications

    Education and Experience: 

    • High school diploma or equivalent
    • 1 - 3 years customer service experience with communication skills
    • Intermediate Microsoft Office suite proficiency
    • Experience in a call-center environment is a plus
    • Experience in ERP / CRM systems is a plus

     

    Skills and Abilities: 

    • Read, analyze, and interpret a variety of information, such as technical procedures, business correspondence, and governmental regulations furnished in written, oral or diagram form. 
    • Create business-level written correspondence and verbally present information to internal and external customers. 
    • Requires job related software skills, MS Office and the ability to operate a variety of standard office equipment. 

     

    Working Conditions/Physical Demands:

    • Regular office environment.
    • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; and talk or hear.  
    • The employee is occasionally required to travel between buildings

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