Customer Service Advisor
1 week ago
Salary: From $65,000/year inclusive of commission
Woods Machinery is in search of a dedicated and customer-focused Service Writer to enhance our operational efficiency. This position is essential for fostering effective communication between our clientele and the service department. The ideal candidate will demonstrate exceptional customer service abilities, meticulous attention to detail, and a solid understanding of machinery services.
Key Responsibilities:
- Welcome customers and collect detailed information regarding their service requirements.
- Handle a significant volume of incoming communications, including phone calls, texts, and emails, ensuring prompt and effective responses to customer inquiries.
- Engage with customers to clarify service options, provide cost estimates, and secure necessary approvals in line with company policies.
- Act as a liaison between customers and service technicians to guarantee precise and timely completion of tasks.
- Keep customers updated on the progress of their repairs and any additional service recommendations.
- Accurately process invoices and payments.
- Address customer inquiries and concerns with professionalism and courtesy.
- Maintain thorough records of service transactions.
- Review equipment maintenance documentation and comply with established service timelines.
- Initiate work orders by clearly detailing symptoms, issues, root causes, and requested repairs and services.
- Verify warranty and service contract coverages, explaining provisions and exclusions.
- Facilitate customer field service requests by gathering relevant details and coordinating with Service Managers to effectively deploy field service technicians.
- Proactively promote, sell, and monitor preventive maintenance programs and extended warranty offerings.
- Collaborate with the Service Manager to ensure technicians consistently meet the allocated flat rate or estimated hours for each repair.
- Perform other duties and special projects as assigned.
Benefits:
- Hourly Pay + Commission
- Health, vision & dental insurance
- Paid time-off
- 401K Retirement Plan with company matching
- Company supplied work attire
- Career advancement opportunities
- Manufacturer sponsored training
- Company outings and monthly lunch
- Discounts offered on products sold by the company
- Referral bonus
Requirements:
- Minimum of 2 years' experience in Customer Service – Preference for candidates with over a year of experience in customer service, combined with a strong ability to quickly learn industry knowledge.
- Strong customer service and interpersonal skills.
- Excellent verbal and written communication skills.
- Basic computer skills and familiarity with service management software.
- Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.
- Detail-oriented and organized.
- Ability to work collaboratively or independently.
- Successful completion of a background check and drug screening.
- Ability to work in an office/shop environment with exposure to various weather conditions.
- Willingness to work overtime as business needs arise.
About Us:
Woods Machinery is a second-generation family-owned business providing equipment sales, rentals, and product support since 1984. We are an industry-leading company dedicated to delivering exceptional products and support to our customers. Our commitment to quality, customer satisfaction, and a collaborative team environment is paramount.
Please visit our website to learn more about us, our products, and services.
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