Customer Service Representative

CSSNA Service Administrator - III

Primary Talent Partners has a new contract opening for a CSSNA Service Administrator - III with our power technology client in Hubbard, OH. This is a 5-month contract with a potential for extension.

Pay: $21.00 - $23.00/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.

Schedule: The work schedule is Monday through Friday from 7:00 a.m. to 3:30 p.m. with a 30-minute lunch, or until 4:00 p.m. with a one-hour lunch.

Description

Serves as first point of contact with customers to promote quality customer service and assist with increasing business within the branch location

Key Responsibilities

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Assesses customers' needs and gathers pertinent information
• Creates basic work orders in appropriate systems Provides some status updates to customers, as requested

Qualifications and Competencies

• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manage conflict - Handling conflict situations effectively, with a minimum of noise.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Directs work - Providing direction, delegating, and removing obstacles to get work done.
• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Technical Escalation - Obtains technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Education, Licenses, Certifications

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

Top 3 Skills You Are Looking For

1. Customer Focused
2. Prioritize Safety
3. 2-4 Years Experience in Automotive industry; preferably diesel.

Additional Notes

• This role involves a wide range of responsibilities, including answering customer phone calls, dispatching service calls, coordinating repair and scheduling needs with the onsite team, and processing invoices for completed repair orders.
• The ideal candidate must be highly organized, possess strong communication skills, and work effectively in a team-oriented environment. During the vetting process, please ask candidates about their experience collaborating with team members, handling customer phone calls, and managing multiple priorities in a fast-paced setting.
• This is a contract position expected to run through the end of the year, with the opportunity to be converted to a full-time employee based on performance and business needs.

Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at View email address on click.appcast.io