Customer Service Representative

3 weeks ago

Edison, New Jersey, United States C&C Lift Truck Inc Full time
Job Description

C&C Lift Truck Inc is a prominent forklift dealership seeking a highly skilled Service Coordinator to join their team. This challenging and rewarding opportunity involves serving as the liaison between the company and customers, ensuring day-to-day customer service and support.

The ideal candidate will provide ongoing support to customer accounts and technicians, assign jobs to technicians, and coordinate their daily schedules and work activities. The successful Service Coordinator will be actively involved in maintaining positive customer communication and satisfaction.

Responsibilities:

  • Handle incoming service calls via phone and email.
  • Provide real-time updates to customers on expected service dates and ETAs.
  • Update customers when technicians are unable to perform service work at customer sites.
  • Utilize a proactive approach to customer service, anticipating needs and potential issues.
  • Resolve customer complaints in a timely manner.
  • Manage assigned technicians to ensure effective completion of day-to-day service operations.
  • Coordinate technician schedules to align customer account needs and technician capabilities.
  • Open Workorders for technicians in a timely fashion.
  • Set Technicians' schedules by no later than 3 pm daily and inform scheduled customers.
  • Code Workorders with correct Unit ID, Make Model, and Serial Numbers.
  • Follow special billing procedures for major accounts, including verifying correct POs and amounts.
  • Monitor job progress, diagnosing problems within two hours of arrival at customer locations.
  • Work with technicians to resolve problems and complete each job assigned.
  • Establish regular communication with account managers to resolve ongoing issues.
  • Collaborate with the Parts Department to acquire correct parts and pricing.
  • Schedule monthly preventive maintenance work to meet PM completion rate goals.
  • Monitor technicians' timecards and maintain accurate records for customer invoicing.
  • Adjust technician timecards daily to correct and minimize unbilled or standby time.
  • Review and submit technician payroll information to the front office.
  • Ensure technicians follow work order procedures and keep accurate records.

Additional Responsibilities:

  • Schedule service vehicle repairs and PMs, coordinating with technicians.
  • Promote and sell service products to customers, generating increased revenue.
  • Produce verbal and written quotes of repairs to be completed.
  • Review completed jobs and edit descriptions, hours, etc.
  • Billing workorders.

Qualifications:

  • High School Diploma or equivalent
  • Proven experience as a dispatcher with a technical background in automotive repair (strongly preferred)
  • Geographic understanding of New York, New Jersey, and Pennsylvania is required
  • Proficient in Microsoft Suite (Word, Excel, Outlook)
  • Ability to work independently and effectively prioritize demands and execute tasks
  • Strong written and verbal communication skills
  • Excellent customer service skills
  • Keen attention to detail
  • Must be able to sit stationary for several hours at a time
  • Is reliable and punctual in reporting for work as scheduled
  • Valid Driver's License

Estimated Salary Range: $50,000 - $65,000 per year, depending on experience and qualifications.

Benefits: Eligibility for overtime with management approval, paid holidays after 6 months of employment, 1 week PTO time after 6 months of employment, optional Medical & Dental Benefits, and optional 401(k) plan – quarterly based enrollment.

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