Service Specialist

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JOB SUMMARY:

Meets with existing customers on pre-scheduled appointments to perform annual check or follow-up on warranty. Makes recommendations to customers on additional products or services and/or identifies a potential problem with diagnosis and remedy. Follows through with customers until all issues are resolved. Supports the management and mission of Woods Basement Systems, Inc.

ESSENTIAL JOB FUNCTIONS:

1. Drives to potential customers' home to meet with them for pre-scheduled appointments to perform annual check or follow-up on warranty. Builds rapport and demonstrates expertise in waterproofing and/or foundation repair systems. Examines waterproofing or foundation work done by Woods and determines if there is a potential problem(s) and if customer's needs and/or desired outcome(s) have changed. Recommends additional products and services to enhance or improve original Woods installation, or remedy to the potential problem. Attempts to sell products and/or services. (80%)

2. Writes job proposal for job to include diagram(s), photographs, instructions, inventory needed, necessary permitting, pricing worksheets and the total price of the job. Turns job proposals into company premises every 24 hours. Follows job specifications to ensure installations are completed to meet company standards. Communicates job completion and/or complications to the Service Manager. Follows up by phone and revisits the customer as necessary. Follows through with customers until all issues are resolved. (15%)

3. Attends weekly meeting. Attempts to meet and/or exceed sales and service goals. (5%)

M ARGINAL JOB FUNCTIONS:

1. Performs other related duties as assigned by management.

2. Advises Production Manager and foreman on details of job proposal, as requested.

DIRECT REPORTS:

None

NECESSARY KNOWLEDGE, SKILLS, ABILITIES (KSAs) and TALENTS:

1. Knowledge of construction or related trades preferred.

2. Knowledge of sales, marketing, and customer satisfaction theories and practices.

3. Skill in rapport building, explaining features and benefits of solutions, and closing the sale.

4. Skill in reading, writing (legibly), and oral communication.

5. Ability to learn, understand, accept, and put into practice the Woods methodology of sales.

6. Ability to learn and understand the technicality of foundation systems.

7. Ability to draw to scale.

8. Ability to make customer's needs and desired outcomes very clear by being precise and thorough.


9. Possess talent and personal traits:
• Customer Service Acumen
• Ability to work and evaluate independently
• Problem Identification and Solution
• Trouble Shooting
• Attention to Detail
• Rapport Building
• Persuasion
• Patience
• Integrity

EDUCATION AND EXPERIENCE:

1. High School Diploma or GED required;

2. One (1) year experience in customer service or related field; or,

3. An equivalent combination of education and experience to illustrate a proven

track record in the business field.

4. Must maintain driving record acceptable to insurance underwriters.

PHYSICAL REQUIREMENTS:

0-24%

25-49%

50-74%

75-100%

Seeing:

Must be able to see well enough to read reports, data, statistics & information on computer screen.

X

Hearing:

Must be able to hear well enough to communicate on the telephone and in person.

X

Standing/Walking:

X

Fingering/Grasping/Feeling:

Must be able to operate computer & calculator.

X

Climbing/Stooping/Kneeling:

X

PHYSICAL DIMENSIONS for Lifting, Carrying, Pushing, Pulling:

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Job involves sitting most of the time, yet the use of arm and/or leg controls require exertion of forces greater than for Sedentary Work.


NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice