Customer Service Representative

1 day ago

Lexington, Kentucky, United States Adaptec Solutions, LLC Full time

**Job Summary:**

Adaptec Solutions, LLC is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service, technical support, and dispatching services for our robotic automation equipment, hoists & cranes, conveyors, and other material handling equipment.

**Key Responsibilities:**

  • Provide telephone support for basic technical issues reported by customers.
  • Record all customer calls using case management functions in designated field service management software.
  • 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.
  • Respond to customer inquiries enthusiastically ensuring their experience is exceptional.
  • Monitor and schedule preventive maintenance service calls ensuring timely compliance with customer expectations.
  • Order service parts and dispatch service technicians/subcontractors as appropriate.
  • Monitor triage/other reporting in order to proactively address customer's needs where possible.
  • Document existing and new customer inquiries in designated software system.
  • Record all details including the resolution and tech action taken to recover equipment when issues resolved remotely or by a subcontractor.
  • Verify data and close service orders upon completion in designated software system.

**Requirements:**

  • Associates degree in business or technical trades or five (5) years of equivalent customer service experience.
  • 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, including proficiency in MS Office (especially Outlook, Word, and Excel).
  • Previous invoicing or accounting experience preferred but not required.
  • Must be a team player.

**Skills and Characteristics Necessary to Perform the Job:**

  • A confident and outgoing personality.
  • Great organizational skills and extreme attention to detail.
  • High mental and visual attention is required for coordinating work schedules and detail-oriented data entry.
  • 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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