Customer Service Representative

Job Description

Job Description

Job title : Customer Support Representative II - Customer Support

Client : Heavy Machine Manufacturing Company

Duration : 2 years

Location : Moline, IL 61265

Shift : 1st shift Hours: 7:00 - 3:30 (flexible after training is complete). five days per week onsite.

Description

Major Purpose

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)
Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.

Major Duties

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge

• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations

Education

• Post-Secondary Non-Tertiary Education

Work Experience

• Very limited (0 to 3 months)
• Experienced practitioner able to work unsupervised (13 months to 3 years)

Specific Position Requirements

A Warranty Auditor is responsible for reviewing, and auditing warranty claims submitted by dealerships to ensure accuracy and compliance with warranty policies.

This role plays a critical part in protecting company assets, preventing financial loss, and supporting continuous improvement in warranty processes and procedures.

Key Responsibilities

• Conduct detailed audits of warranty claims, service records, and supporting documentation to verify compliance with warranty policy.
• Analyze warranty data to identify trends, discrepancies, and potential areas of concern.
• Investigate claim irregularities and work collaboratively with dealers and service personnel to resolve issues.
• Prepare comprehensive audit reports, clearly documenting findings, corrective actions, and recommendations.
• Communicate effectively with internal teams and external service centers to clarify policies and resolve disputes.
• Maintain organized and accurate records of audits, findings, and follow-ups.
• Stay current with changes in warranty policies, technical service bulletins, and operational procedures.
• Recommend process improvements to enhance warranty claim accuracy and operational efficiency.

Skill Set Requirements

• Effective writing skills, including grammatical usage, persuasive copy and style
• Work experience in a team environment
• Should have demonstrated work experience in a Customer Service-related field
• Must have high level of attention to detail
• Must have strong communication skills
• Should have experience with using Excel, Word, OneNote, PowerPoint, and Outlook
• Experience with SAP is preferred but not required
• Previous experience as an auditor is preferred but not required

#ZR

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.

Company Description

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.