Lead Customer Support Representative 3

The Corrective actions and Dispatching Customer Service Agent provides support to independent service companies & end users via phone or written correspondence; provide part information to customers. Evaluates requests for recall, product repair, or exchange. Input caller/product information into Microsoft Dynamics CRM - Customer Relationship Management call tracking program. Dispatches independent companies to perform warrantable repairs and process warranty claims. Send recall part to end user or independent service companies.

Position Responsibilities may include:

• Contact independent service companies via phone or written correspondence for the purpose of soliciting services to support installed products
• Main point of contact for customers/end users requiring service for PTAC, RAC, and recalled products
• Dispatch repairs to local service technicians through software application
• Update and maintain national servicer database via mainframe or other database systems
• Input caller/product information and service parts orders into call tracking database
• Assemble and mail new servicer startup materials
• Instruct new customers/servicers in proper warranty and service procedures
• Handle warranty authorization, research warranties, and payments
• Process claims made by dealers
• Keep a call log for recalls
• Verify caller’s unit is under recall
• Cold call to locate independent service companies
• Order recall part to ship to end user or independent service company
• Process claims made by dealer for recall work
• Assist with payment issues
• Mail out letters about the recall
• Contact distributors to gather end-user information
• Input caller/product information and service parts orders into call tracking database
• Assist Agents with part order researching
• Assist Homeowner Support on issues when a servicer has not shown up to repair unit(s)
• Assists servicers with warranty issues or payment issues
• Assist lead in call log totals monthly
• Main point of contact for independent servicers/end user requiring complex recall work
• Gather information relative to Product Quality Report (PQR)
• Knowledge of PTAC products and parts, recalls, and including strong product and business acumen
• Subject matter expert on all open recalls
• Strong working knowledge of warranty processing and verifications
• Ability to effectively train, mentor, and provide guidance
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Works within well-defined instructions
• Uses established procedures and works under supervision to perform assigned tasks
• Work is closely supervised

Knowledge & Skills:

• Excellent customer service skills; interpersonal skills with ability to diffuse negative situations
• Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers
• Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations
• High level of attention to detail and accuracy
• Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems
• Effective organizational and time management skills
• Ability to interpret and follow work instructions and company policies and procedures
• Ability to apply good judgment, strong work ethic, and integrity on the job.

Competencies:

Experience:

• 5-7 year's experience in office environment & customer service

Education/Certification:

• Associate’s degree

People Management: No

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations

Reports To:

• MANAGER, CUSTOMER SERVICE

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.