Customer Service Rep / Service Writer

Customer Service Rep / Service WriterJob Category: AdministrativeRequisition Number: CUSTO004138Posted: June 25, 2025Full-TimeOn-siteLocation: Augusta EM4165 Mike Padgett HwyAugusta, GA 30906Who We Are:From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.What You Will Be Doing:As the customer service representative (on-site), you will be essential in ensuring the proper communication within the Machine Service Center as well as with customers, internal and external. You will serve as the initial contact for customer shop repairs. You will quote, schedule, open, close and track jobs. This position will also be responsible for monitoring cost of the job versus invoice amounts, setting target dates, and tracking jobs. Your goal is to ensure customer satisfaction.Primary Responsibilities:Quote machine repairs.Act as the initial contact for customers and communicate with them regarding their repairs.Manage jobs by opening, closing, tracking, and scheduling as needed.Monitor the cost of the job versus the invoice amount.Preorder parts and communicate tooling needs to Team Leaders.Meet and maintain company metrics in service performance.Additional Responsibilities:Participate in required safety program, and work in a safe manner.Additional duties as assigned by manager.Who We Are Looking For:To be successful in this position you should have excellent communication skills. You should possess a strong sense of urgency and desire to provide superior customer service with a diverse and detailed knowledge of Caterpillar products as related to service and repairs. The ability to take direction and work in a team environment is essential to this position as well.Education/Experience:Specific industry experience desired or equivalent college degree.Required Qualifications/Skills:Excellent communication and customer service skills.Diverse and detailed knowledge of Caterpillar products as related to service and repairs. Generally this may encompass 3-5 years experience with troubleshooting and repairs.PC skillsAt least two (2) years assisting customers with accounts in person and over the phoneExperience prioritizing work flows that have fluid demandsExtremely organizedPreferred Qualifications/Skills:Microsoft officeBasic Computer skillsValues:At Yancey Bros. Co, we are always looking to add people to our team who share our core values:Safety: We value the lives and health of our team and customers above all else.Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.Teamwork: We work as one across our organization for the benefit of our customers.Excellence: We strive to be the best, continuously improving our customers' experience and the solutions we provide.Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.Ideal candidates will demonstrate the following values:Acting in a safe mannerExhibiting honesty and integrityActing in a fair and ethical mannerTeam mentalityDelivering quality resultsEmbraces change / improvementExhibiting superior customer service skillsExhibiting pride and ownershipWorking with a sense of urgencyExhibiting a winning attitudeWhat We Offer:Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.Competitive Pay Structure:Competitive PayIndividual Bonus Opportunities AvailableTechnician Tool Allowance401k Plan Strong Company MatchEmployee Profit SharingFinancial Wellness CoachingEmployee Wellness Program:Medical, Vision, Dental InsurancePrescription Drug CoverageFlexible Spending AccountsShort & Long Term DisabilityGroup Life InsurancePersonal Time Off:Paid HolidaysPaid Sick LeaveCareer Development:Tuition ReimbursementOngoing TrainingAdvancement OpportunitiesEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.