Customer Experience Representative
4 weeks ago
** Adaptec Solutions**
** Customer Experience Representative**
Lexington, NC 27295
**JOB SUMMARY:**
Responsible for customer service, administration and invoicing, light technical support & dispatching for robotic automation equipment, hoists & cranes, conveyors and other material handling equipment. **To support our West Coast operations, the shift for this position is 10:00 am 7:00 pm EST.**
**JOB DUTIES & RESPONSIBILITIES:**
* Provide telephone support for basic technical issues reported by customers.
* Appropriately record, in designated field service management software, all customer calls using case management functions.
* Create workorders and ensure all pertinent details are captured in service order to aid service technician in success.
* Dispatch service technicians based on customer, equipment, skillset requirements, certification requirements and other criteria in a timely manner.
* Coordinate all customer cases in a swift manner escalating technical issues to additional levels of remote support when required.
* Close all workorders ensuring accurate recording of labor, miscellaneous fees, parts and materials used in compliance with established billing practices.
* Manage customer order entry and ticket software ensuring accurate information at all times
* Contribute to field service software data maintenance
* Responding to customer inquiries enthusiastically ensuring their experience is exceptional.
* Monitoring and scheduling preventive maintenance service calls ensuring timely compliance with customer expectations.
* Ordering service parts and dispatching service technicians / subcontractors as appropriate .
* Monitoring triage/other reporting in order to proactively address customer's needs where possible.
* Documenting existing and new customer inquiries in designated software system
* Recording all details including the resolution and tech action taken to recover equipment when issues resolved remotely or by a subcontractor.
* Verifying data and closing service orders upon completion in designated software system
* Must have the ability to attend off-site, company sponsored training.
* Attendance and punctuality are an essential job function.
**EDUCATION and/or EXPERIENCE:**
* Associates degree in business or technical trades or five (5) years of equivalent customer service experience. If you don't have the experience, tell us in your cover letter why you're still a great fit for the position.
* Two (2) years of work experience in scheduling and dispatching service technicians preferred.
* Equivalent military experience in lieu of associates degree.
* Ability to read technical manuals and comprehend basic maintenance terminology and processes.
* Computer skills. You know your way around MS Office (especially Outlook, Word, and Excel).
* Previous invoicing or accounting experience preferred but not required.
* Must be a team player.
* Other duties as assigned
**SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:**
* A confident and outgoing personality. Youve worked with a headset on before and are comfortable speaking on the phone.
* Great organizational skills and extreme attention to detail. Theres a difference between saying youre organized and actually being organized. You should have some kind of system for managing tasks.
* High mental and visual attention is required for coordinating work schedules and detail-oriented data entry.
* Extremely close visual attention is required for looking at small parts in machines and administering augmented reality programs to assist remote employees.
* Ability to use computer/tablet, headset for constant phone use, smartphone and associated software programs.
* Proficient knowledge of Microsoft Office products and ability to quickly learn service management and ERP software.
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