Service Support Specialist

2 weeks ago

Charlotte, United States Electrolux Full time

Consumer Care/Customer Care

Permanent

Job Description

Take customer care to the next level.

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

All about the role:

You will be responsible for supporting Service & Repair operations included in business metrics and support of Technicians.

The position requires a results-driven, fast paced individual who can drive effortless customer experiences by supporting the Service Markets & Home Warranty Company (HWC) and Out of warranty (OOW) - Fixed Price Repair (FPR) business partners.

Within this role, the individual will work collaboratively with the Customer Engagement Center, Sales, Warranty Audit Team, Electrolux Branded Service Technicians, HWC's, RSM's, Branded Service Technicians Supervisors and Routing Team.

What you'll do:

  • Support RSM/EBS with Recruiting Servicers, Setting up Servicers Account, 30-60-90 support for servicers, Negotiating Rates, Claim Rejection, Exchange Approvals, Work Order Updates, SLE's, ISP & Sales Team Support.
  • Ensure beginning to end resolution of all assigned work orders for Electrolux Branded Service & ISP's in SAP Portal and ServicePower.
  • Monitor Incomplete, Open and Completed work orders in SAP Portal & Service Power to ensure consumer service resolution by Electrolux Branded Service & ISP's.
  • Review work orders for accurate financial and operating information.
  • Responsible for monitoring invoice requests, part delays/orders and refunds for HWC, COD (FPR) and Warranty consumers.
  • Responsible for maintaining cycle time KPI of 24 hours for completed work orders.
  • Responsible for achieving KPI of 90 work orders completed per day.
  • Responsible in monitoring and assisting in HWC & OOW (FPR) Error Queues.
  • Monitoring Branded Service technician schedules, adjusting and adding work orders on the Gantt. Capacity Availability in Service Power for ISP's
  • Scheduling service requests sooner for HWC, COD (FPR) & Warranty customers.
  • Maintain and assist Technicians, Servicers, Sales and Routing team support using available Texting, Teams, Soft Cell and Email.
  • Utilize system and available tools to schedule parts received by customer to technician schedules. Source parts located outside of Fletcher & Reno (Electrolux)
  • Utilize system and available tools to reschedule work orders from routes no less than 1 day prior to scheduled.
  • Support and communicate HWC's & OOW (FPR) by updating on aging work orders.
  • Create work orders for Technicians to provide service for Warranty, HWC & COD consumers.
  • Review and Approve Service Call Rate requests for mileage or out of area for ISP's.
  • Maintain Fleet and GeoTab/Glympse tracking and reports (EBS).
  • Support Team with Specialized Tools, Equipment, Uniform & Supplies for Technicians.
  • Maintain Dashboards and Technician Report distribution. ISP Scorecards and NPS.
  • Maintain a dedication to providing exceptional customer service across multiple communication channels. Contact Consumer and Servicer on NPS survey detractors.
Minimum requirements
  • High school diploma or equivalent, required.
  • Minimum 3-5 years customer service experience
  • Experience with all Microsoft Office tools (Excel, PowerPoint, Word, Teams & Outlook)
  • Working knowledge of Microsoft Office Suite (C)
  • Systems utilized: ServicePower, SAP CRM, SAP Portal, Outlook, and various company web sites.
Where you'll be:

This position is based in Charlotte, NC, within our Headquarter offices.

Benefits highlights:
  • Hybrid work model.
  • Medical, dental, vision and life insurance
  • Competitive holiday and vacation time off program
  • Retirement Savings Plan (401(k)) with relevant company contribution.
  • Discounted products and an EAP upon hire and tuition reimbursement after 12 months of service


As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

#LI-RL1

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