Service Representative

4 weeks ago

Green Brook Township NJ USA, United States Woods Machinery Full time
Job Summary

Woods Machinery is seeking a highly motivated and customer-oriented Service Writer to join our dynamic team. The Service Writer plays a crucial role in ensuring effective communication between customers and our service department.

Key Responsibilities:
  • Customer Interaction: Greet customers and gather information about their service needs.
  • Communication and Resolution: Manage and respond to a high volume of inbound communications, including phone calls, texts, and emails, providing timely and effective resolution to customer inquiries.
  • Service Options and Estimates: Communicate with customers to explain service options, provide estimates, and obtain necessary approvals within company guidelines.
  • Liaison and Coordination: Liaise between customers and service technicians to ensure accurate and timely completion of work.
  • Customer Updates: Keep customers informed about the status of their repairs and any additional service recommendations.
  • Invoice and Payment Processing: Process invoices and payments accurately.
  • Customer Inquiries and Concerns: Handle customer inquiries and concerns in a professional and courteous manner.
  • Record Keeping: Maintain accurate records of service transactions.
  • Equipment Maintenance: Review equipment maintenance documentation and adhere to prescribed service timelines.
  • Work Order Initiation: Initiate work orders by precisely detailing symptoms, issues, root causes, and requested repairs and services.
  • Warranty and Service Contract Verification: Verify warranty and service contract coverages; explaining provisions and exclusions.
  • Field Service Coordination: Facilitate customer field service requests by collecting pertinent details and coordinating with Service Managers to deploy field service technicians effectively.
  • Preventive Maintenance Promotion: Take a proactive approach to promote, sell, and monitor preventive maintenance programs and extended warranty offerings.
  • Collaboration and Performance Monitoring: Collaborate with the Service Manager to ensure technicians consistently achieve the allocated flat rate or estimated hours for each repair.
Benefits:
  • Competitive Hourly Pay and Commission Structure
  • Comprehensive Health, Vision, and Dental Insurance
  • Paid Time-Off and Holidays
  • 401K Retirement Plan with Company Matching
  • Company-Supplied Work Attire
  • Career Advancement Opportunities
  • Manufacturer-Sponsored Training
  • Company Outings and Monthly Lunch
  • Discounts on Products Sold by the Company
  • Referral Bonus
Requirements:
  • 2+ Years' Experience in Customer Service - Preference given to candidates with over a year of experience in customer service, coupled with a strong aptitude for quickly grasping industry knowledge.
  • Strong Customer Service and Interpersonal Skills
  • Excellent Communication Skills, Both Verbal and Written
  • Basic Computer Skills and Familiarity with Service Management Software
  • Ability to Work in a Fast-Paced Environment and Handle Multiple Tasks Simultaneously
  • Detail-Oriented and Organized
  • Ability to Work in a Team or Independently
  • Successful Completion of a Background Check and Drug Screening
  • Ability to Work in an Office/Shop Environment with Exposure to Outdoor Weather Conditions
  • Ability to Work Overtime as Business Needs Arise

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