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Customer Service Specialist

2 months ago

Duluth, Minnesota, United States Upland Talent Full time

Upland Talent is seeking a dedicated Customer Service Specialist to join our team. This role is pivotal in managing customer inquiries and ensuring a seamless service experience. The ideal candidate will be responsible for initiating service requests, providing timely updates, and coordinating schedules while delivering exceptional customer support. Strong communication and interpersonal skills are essential to keep both internal and external stakeholders informed throughout the process.
Key Responsibilities:

Customer Interaction:

  • Serve as the primary contact for service scheduling and inquiries.
  • Provide updates on service completion and status.
  • Obtain approvals for service estimates from customers.
  • Confirm machine readiness for sales personnel.
  • Address Equipment Link Alerts as escalated by monitoring teams.
  • Assist with invoice discrepancies.
  • Collaborate with finance on outstanding payments.
Sales and Internal Coordination:
  • Keep sales teams informed about customer equipment in service (including visual updates).
  • Communicate shop workload and capacity to sales staff.
  • Facilitate transportation arrangements for non-rental services.
Service Agreement Management:
  • Oversee the organization of parts kits and service contracts.
  • Monitor and follow up on unexecuted service agreements.
  • Act as the main liaison for service contracts.
  • Review service letters and requirements when initiating service requests.
Service Request Management:
  • Initiate service requests and categorize them appropriately.
  • Research warranty information as needed.
  • Utilize standard procedures when applicable.
  • Schedule service appointments efficiently.
  • Coordinate with finance for necessary account setups.
Workflow Oversight:
  • Maintain clear communication with the shop supervisor regarding job statuses.
  • Do not provide direct instructions to technicians.
  • Support work-in-progress management alongside service administrators and supervisors.
Qualifications:
  • High school diploma or GED required; Associate's degree preferred.
  • Minimum of 7 years in customer service roles.
  • Mechanical knowledge is essential.
  • Proficient in computer applications, particularly Microsoft Office Suite.
  • Strong telephone etiquette and customer service skills are necessary.
  • Experience in the industry is highly desirable.
Physical Requirements:
  • Ability to lift and carry up to 10 lbs.
  • Capable of standing, walking, and using hands for various tasks.
This job description outlines the general nature and level of work expected; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position.