Associate Customer Service Rep
Associate Customer Service Rep
Posted on :
20-10-2024
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Job Description
Overview
Tekwissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is a global leader in analytical testing deliver a comprehensive portfolio of complete solutions systems software consumables and onsite and online services with one overarching purpose: to help make the world healthier cleaner and more sustainable.
Job Title: Associate Customer Service Rep
Duration: 6 Months
Location: Hartford CT 06103 (Local)
Job Type: Contract
Work Type: Remote
Job Description:
- The Service Dispatch Specialist will be responsible for scheduling logistics and dispatching technicians when new service calls are opened.
- This role is integral for maintaining the company database with the most current information and will effectively and professionally communicate with crossfunctional teams leaders and customers to ensure that we are providing worldclass customer service.
Responsibilities:
- Responding to customer/engineer requests via email telephone fax or system
- Processing domestic service requests and follow up transactions in relevant customer service system
(ServiceMax) - Opening calls with a clear professional greeting/summarizing call for customer when closing and seting proper
expectations for the response time - Identifying customers technical needs and ensure that all calls are routed to the proper inside/outside service
engineer for resolution - Scheduling domestic PreInstallation Visits (PIV) Installations and Preventative Maintenance visits (PMs)
- Utilizing the complaint handling procedure
- Assisting with billing inquiries for service requests
- Completes general service administration which includes creating updating and maintaining customer equipment records and customer ship to and bill to locations
- Adhering to ISO standards and requirements
- Participating actively in the ongoing assessment of customer support process and incorporating approved improvements
- Providing support to internal and external stakeholders
- Proactively identifies customer issues communicates and recommends solutions to leaders and pursues resolution with a sense of urgency and commitment to customers
BASIC QUALIFICATIOIN:
- One to two years of customer service experience in a call center and teambased environment
- High School diploma or equivalent
- Computer: Microsoft Office IE MS Outlook and other software applications as needed
- Effectively communicate information in both written and verbal form to internal and external customers
PREFERRED CHARACTERISTICS:
- Previous experience with ServiceMax SalesForce and/or SAP is a plus
- Prior experience dispatching technicians is preferred
- Having knowledge of the industry is recommended
- Advanced customer service skills & three or more years of call center experience preferred
- Geographical knowledge of service area
- Map reading skills
- The ability to identify the root cause of customer issues and pursue resolution proactively with a sense of urgency and commitment to customers
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
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