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GMC Temporary Customer Support Representative
2 months ago
May Include
Provide excellent customer service via phones and email. (homeowners, distributors, dealers)
Respond promptly to correspondence via phone, fax, mail, and email
Perform data entry, review, process, file and maintain documents
Located HVAC dealers/contractors and dispatching work orders
Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures
Identify and suggest process improvement opportunities
Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management
Escalate matters of concern/urgency to immediate team lead or manager
Perform other duties as assigned
Nature & Scope
Takes direction from lead
Works within well defined instructions
Understands warranties and has basic product knowledge
Knowledge & Skills
Excellent customer service skills
Must have ability to diffuse an upset caller
Ability to handle calls in a timely manner
Effective communication skills - Articulation, pronunciation, and proper grammar a must
Strong intellect and aptitude desired, along with ability to manage multiple and varied activities
Effective organizational and time management skills with ability to prioritize
High level of attention to detail and accuracy of work
Analytical skills including ability to interpret information and make sound recommendations
Must have the ability to work in a cross functional capacity with internal and external teams
Working knowledge of internet applications as well as data entry, Microsoft Excel, and Word
Ability to multi-task and handle a fast paced environment
Familiar working with general office equipment– Fax, Multi-line phone, copier, and document scanning
Ability to report to work per assigned schedule – and complete work within assigned time lines
Knowledge of warranty processes
Knowledge of HVAC products is strongly preferred
Experience
1 – 3 years of progressive experience in related field (warranty processes and preferably within HVAC industry)
5 plus years of customer service experience
Education
High School diploma or GED equivalent and familiarity with finance, accounting and statistics desirable
Physical Requirements/Work Environment
Must be able to perform essential responsibilities with or without reasonable accommodations
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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