Customer Service Rep

Job Description

Job Description

Summary : Performs administrative duties for the Equipment and Service Department by supporting Wholesale Market Managers, coffee service and the AFH customer base. Fields calls for equipment service, tracks work order progress and sends out communication updates to all interested parties. Handles all customer calls and emails related to equipment and service install/repair. Enters work order requests for nights, weekend and holiday work orders on the next business day.

Essential job functions:

1. 40% Fields calls from customers during normal business hours for equipment related service. Performs triage duties to troubleshoot issues and fix equipment over the phone avoiding costly service calls as much as possible. For calls requiring repair, enters work orders in field service system recording the specific asset and technical diagnosis of the problem. Provides feedback to service manager on quality of work of various service agents in an effort to help weed out underperforming vendors. Provides timely and frequent updates with sales and customers on any delays in servicing work orders.
2. 25% Meticulously tracks installations through each step in the process. Communicates work order status to sales when delays occur. Anticipates possible issues and intercedes to proactively manage resolution after the problem arises. Acts as a “persistent squeaky wheel” by calling service agents to get updates and gently persuade them to speed up the process as fast as possible.
3. 25% Monitor the status of all work orders to ensure timely completion. Assists customers in resolving customer concerns or problems related to work orders. (late/overdue work orders, requests for “not to exceed” requests, 2nd visits required due to availability of parts). Enters work orders for equipment needing repair, installation, pickups, or parts ordered.
4. 10% Enters installation work order from approved POA’s into the Microsoft field service application. Advises sales of any equipment availability issues.

Additional Responsibilities:

Performs other duties as assigned.

Knowledge, Skills, and Abilities Required:

1. Excellent follow-up skills
2. Superior organizational skills
3. Excellent verbal and written communication skills
4. Clerical accuracy is a must
5. Knowledge of sales operations, items, and equipment.
6. Knowledge of general office procedures.
7. Good customer service skills including superior telephone etiquette
8. Basic math and reading ability.
9. Strong computer skills.
10. Ability to work on multiple tasks simultaneously and meet deadlines.

Education and Experience Required: High school diploma or GED equivalent. Experience in customer service environment required. Experience operating and repairing beverage coffee and tea brewing equipment is a plus.