Representative, Customer Service - Skilled

Job Description

Job Description

Comment:
Provides customer services relating to sales, sales promotions, installations and communications.
Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
Develops organization-wide initiatives to proactively inform and educate customers.
Develops improvement plans in response to customer surveys.
This position requires knowledge that is acquired through experience, specialized education or training.
The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making.
The job requires a basic understanding of work routines and procedures in own discipline.
The technical procedures for this level are well defined.
The job works within well-defined procedures that may involve a variety of work routines.
This job typically requires a minimum of 2 or more years experience.

Additional Job Details:
Acts as a Liaison for all Service Contract related items between the customers, Sales Reps, Finance, and Service Product Manager.
Responsible for investigating and resolving Service and Repair issues including, but not limited to, pricing, billing, contract termination, renewals, etc.

Essential Functions:
Work with Sales Representatives and Customers to review and enter new Service Contract orders to ensure proper coverage is applied.
Work with Finance Team to ensure correct billings are applied and update coverage due to contract changes.
Provide support and research in the collection of overdue invoices.
Work with Repair Team to ensure the system clearly indicates contract status or pricing agreement terms with clear start and end dates
Work with cross divisional counterparts to ensure multi-division deals are properly processed.
Run ProCare specific territory reports
Research past service contracts and provide historical data and cost analysis to Sales Reps and Customers.
Train Sales Reps, Customers and fellow employees about service coverage.
Contribute to the development and efficiency of the service contract process.

Qualifications:
2+ years related experience or equivalent.
Proficient on Microsoft Office applications.
Experience in SAP and Sales Force preferred.
Commitment to excellence and high standards.
Excellent written and oral communication skills.
Basic competence in the repair departments process, duties, and tasks.
Strong organizational, problem-solving, and analytical skills.
Ability to manage priorities and workflow.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Ability to work independently and as a member of various teams and committees.
Proven ability to handle multiple projects and meet deadlines
Strong interpersonal skills.
Ability to deal effectively with a diversity of individuals at all organizational levels.
Ability to understand any and all safety requirements and cautions.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.