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Call Center Representative

4 months ago

Troy, United States Illinois Tool Works Full time

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

SUMMARY

This position is responsible for contact with both internal and external customers where improper handling will have a marked effect on operating results. Ability to work with other Service Support Team Members.

Will provide 24-hour-a-day, 7-day-a-week support to field offices including logging calls to Branches and paging on-call technicians during non-business hours responding to customer's inquiries or complaints regarding the organization's products or services. Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services. Determines the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Coordinate's problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problems. Possesses knowledge of the organization's policies, procedures, practices, products, and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

* Answer calls from incoming customers and dispenses call information to the appropriate Branch or Service Contractor.
* Utilize the current system to properly log and page service calls.
* Distribute electronic calls as needed.
* Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications.
* Identify service offices and/or personnel where intervention may be needed to improve processes.
* Understand 3rd Party Companies being utilized by our key accounts to oversee proper procedures being followed regarding service calls.
* Coordinate field notification, tracking, and payment of SPIFF programs
* Track Office Information Screen/SMS Scheduler updates, print, and up follow up as necessary.
* Train and assist in the development of new hires.
* Handle other projects as required.