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Inside Service Representative

2 months ago

Vernon Hills, United States Aegis Worldwide Full time
Job DescriptionJob Description

Aegis Worldwide

Inside Service Representative

1st shift

60-75k

 

As an Inside Service Rep, this person will provide technical assistance and service support to distributors, dealers, and customers through the Service Department Tech Line. Essentially this person will be troubleshooting over the phone with end users who are having issues with their ice machines. This person will need to have a good balance of having the hands-on experience of troubleshooting equipment mixed with being able to explain to end users in simple terms so that someone like you or me would be able to follow the direction from this rep. End users could be other techs/distribution partners as well as restaurant managers and other folks who don’t come from a technical background. 

 

Ideally, this person needs to have around 2-3 years of experience troubleshooting ice machines which could be a bit tricky to find so if not, then 5 years of commercial refrigeration experience which is technically a subset of HVAC. Knowing how to deescalate frustrated customers is going to be an important part of this person job since a lot of the calls this person will receive might be with folks who are without a crucial part of their business operations, so being well tempered is huge to them. Once this person is ramped up (anywhere from 3-6 months) they will be part of the on call rotation. This will only be about once a month or so and be on for a week where they will average about 15 calls or so. This person will receive $490 for every week they are on call, so this is an easy way to make extra cash throughout the year

 

Day to day responsibilities:

• Provides technical support to customers by phone, text, chat and logs information for each call in database.
• Reviews and verifies labor warranty claims for processing.
• Supports National Accounts projects and follow up.
• Supports Consumer Products calls and determines action.
• Responds to routine correspondence request for service assistance.
• Identifies and reports potential emerging or major field service problems
• Coordinates certain start ups, working between KES and service providers.
• Assists Installation Coordinator with Technical support, contacting providers, and processing invoices.
• Analyzes data as requested to identify possible warranty cause or risk.
Financial/Risk Control
• Fulfill the financial control and risk management responsibilities inherent in the position.

Company DescriptionStable company that has been around for a long time and continues to do well.Company DescriptionStable company that has been around for a long time and continues to do well.