Customer Service Representative

6 days ago

Richmond, Virginia, United States Sudden Service, Inc. Full time

About the Role:

The Service Coordinator will play a critical role in ensuring the smooth operation of our service center. This individual will be responsible for coordinating service responsibilities with service technicians and parts personnel, ensuring that all necessary maintenance is completed in a timely and efficient manner.

Key Responsibilities:

  • Work closely with customers and field service mechanics to identify required maintenance and provide expert advice on necessary services.
  • Compute costs of replacement parts and labor to restore lift trucks to condition specified by customers.
  • Estimate costs of mechanical, electrical, or other repairs and enter itemized estimates on service orders.
  • Process parts and/or service sales orders in the computer for invoicing.
  • Ensure all paperwork relevant to each lift truck folder is scanned and kept current.
  • Process all warranty claims and follow through to completion.
  • Answer telephone calls, type correspondence, reports, and quotes for the service center.
  • Maintain databases and address books for the service center area.
  • Assist in building and maintaining file systems for the service center.
  • Keep up with service personnel's time and submit to the Louisville contact per company policy.
  • Perform duties of safety coordinator as assigned by the Louisville Safety Director.
  • Maintain files and records of all SSI-owned vehicles, including drivers, insurance, truck expenses, recall notices, tags, location, and maintenance.
  • Issue purchase orders for repair and maintenance done to vehicles.
  • Maintain files for the Service Center Manager, including correspondence files, vehicle files, computer printouts, personnel files, contracts, etc.
  • Audit all expenses/purchases for all service personnel at the service center.
  • Create reports on service mechanic sales, call-in sales, and expenses.
  • Seek out promotional materials and request bids from suppliers for best pricing and quality products.
  • Provide SSI employees with proper orientation, including necessary information on company policies and supplies.
  • Order, distribute, and maintain records of all credit cards for all service personnel.
  • Provide telephone cards, airline travel cards, gas credit cards, car rental cards, and cash advances to necessary SSI personnel.
  • Responsible for scheduling and verifying vacations, personal leaves, medical leaves, non-productive time, etc., to ensure sufficient employees are present for the workload.
  • Maintain files of employee non-productive time due to illness, injury, death, vacation, or personal leave.
  • Work with personnel on keeping current and accurate records.
  • Review timecards every week to ensure accurate information is entered.
  • Create and keep files on all job descriptions and requirements for SSI personnel.

Requirements:

  • High school graduate or GED equivalent.
  • Experience in the parts/service industry, with particular emphasis on coordinating service responsibilities with service technicians and parts personnel.
  • Mechanical aptitude or experience in the forklift or other related fields.
  • Previous experience in a customer service-oriented role preferred.

Benefits:

  • Medical/Prescription
  • Dental
  • Vision
  • Vacation
  • 10 Holidays
  • 401K
  • Company-paid Life Insurance

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