Professional Services - Service - Associate Customer Service Rep

Job Description: PURPOSE:

The Service Dispatch Specialist will be responsible for scheduling, logistics and dispatching

technicians when new service calls are opened. This role is integral for maintaining the company

database with the most current information and will effectively and professionally communicate with

cross-functional teams, leaders and customers to ensure that we are providing world-class customer service.

RESPONSIBILITIES:

Responding to customer/engineer requests via email, telephone, fax or system

• Processing domestic service requests and follow up transactions in relevant customer service system

(ServiceMax)

• Opening calls with a clear professional greeting/summarizing call for customer when closing and seting proper

expectations for the response time

• Identifying customers’ technical needs and ensure that all calls are routed to the proper inside/outside service

engineer for resolution

• Scheduling domestic Pre-Installation Visits (PIV), Installations and Preventative Maintenance visits (PM’s)

• Utilizing the complaint handling procedure

• Assisting with billing inquiries for service requests

• Completes general service administration which includes creating, updating and maintaining customer equipment

records and customer ship to and bill to locations

• Adhering to ISO standards and requirements

• Participating actively in the ongoing assessment of customer support process and incorporating approved

improvements

• Providing support to internal and external stakeholders

• Proactively identifies customer issues, communicates and recommends solutions to leaders and pursues

resolution with a sense of urgency and commitment to customers

BASIC QUALIFICATIOIN:

One to two years of customer service experience in a call center and team-based environment

• High School diploma or equivalent

• Computer: Microsoft Office, IE, MS Outlook and other software applications as needed

• Effectively communicate information in both written and verbal form to internal and external customers

PREFERRED CHARACTERISTICS:

• Previous experience with ServiceMax, SalesForce and/or SAP is a plus

• Prior experience dispatching technicians is preferred

• Having knowledge of the industry is recommended

• Advanced customer service skills & three or more years of call center experience preferred

• Geographical knowledge of service area

• Map reading skills

• The ability to identify the root cause of customer issues and pursue resolution proactively with a sense of urgency

and commitment to customers

Comments for Suppliers:

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”