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Customer Service Representative I

2 months ago

Troy Ohio, United States Hobart Service Full time
Hobart Service

Job Summary

This role is responsible for interacting with internal and external customers, where improper handling can significantly impact operational results. The ability to collaborate with other Service Support Team Members is essential.

Responsibilities include providing 24/7 support to field offices, logging calls to branches, and paging on-call technicians during non-business hours to address customer inquiries or complaints regarding Hobart Service's products or services. The role also involves making periodic calls to existing customers to assess their satisfaction with the organization, products, and services. The goal is to determine the best method to resolve problems, ensuring customer satisfaction and adherence to Hobart Service's policies. Coordination with relevant departments is necessary to inform customers of standard procedures or resolution of problems. The incumbent must possess knowledge of Hobart Service's policies, procedures, practices, products, and services.

Key Responsibilities

The following are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities depend on the level and experience of the incumbent. To perform this job successfully, the 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 incoming customer calls and provide 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 for 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 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 follow up as necessary.

Train and assist in the development of new hires.

Handle other projects as required.

Requirements

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a team environment. Strong knowledge of Hobart Service's products and services is essential, as is the ability to adapt to changing priorities and deadlines. The successful candidate will be a team player who is committed to providing exceptional customer service and support.