Customer Service Rep
Customer Service Rep
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Job Description
Job Details
Description
Applied Technical Services LLC (ATS or the Company) is a leading provider of critical testing inspection certification and compliance services. The Company serves clients across a diverse set of large and stable end markets including manufacturing power generation aerospace medical and defense. ATS was founded in 1967 and is headquartered in Marietta GA. Today the Company employs nearly 2100 team members in over 95 locations across the United States.
Our purpose is to create a safe and reliable world and our mission is to deliver assurance through precise technical and professional services.
Reporting Relationships
Position Reports to: Service Manager
Basic Function
Coordinate operations for Precision Solutions Service department: field service calibrations repairs and sales.
Essential Functions
Conduct all duties in a manner that fosters positive and productive relationships between individuals and groups.
Be an expert in our products and services.
Learn Precisions core competencies capabilities products and services. This may require occasional time in the laboratory or in the field in industrial or manufacturing settings.
Attend training meetings or conferences as needed.
Build and sustain positive and productive customer relationships.
Provide unrivaled customer care and deliver on our Mission of exceeding our customers expectations in all aspects of service quality and overall satisfaction.
Own frontline communications with customers for the Service department.
Shared phone answering responsibility.
Serve as the administrator for the Service email account.
Own the schedule for the Service department.
Coordinate and schedule all service jobs.
Focus on maximizing customer satisfaction and optimizing technician efficiency.
Field breakdown calls and expeditiously adjust technician schedules to minimize customer downtime.
Perform administrative duties in support of the Service department.
Master our service operations software.
Create and issue work orders for each Service job.
Enter work order dataincluding customer devices and test points.
Participate in the review creation and distribution of cyclical Preventive Maintenance and recalibration notices for our customers.
Assist Service Manager with quoting as needed.
Review and provide reporting on key performance indicators as needed.
Assist with ordering parts and replacement equipment for Service jobs as needed.
Actively participate in the setup recording and maintenance of both new and existing service clients.
Support Precision Solutions quality program.
Actively participate and engage in continuous improvement and Quality program initiatives.
Grow the Service groups business.
While in conversation with customers seek out new sales opportunities for both field and laboratory services.
Other duties as assigned from time to time.
Measures of Success
Provides bestinclass customer care as demonstrated by customer feedback.
Maximizes overall Service technician billing efficiency with a current target of at least 87.5%.
Fosters positive and productive relationships with coworkers internal teams vendors and customers.
Sustains expert knowledge and understanding of our core competencies capabilities products and services.
Qualifications
Knowledge and Skills:
Excellent rapport and relationship building with customers coworkers partners and vendors.
Excellent organizational abilities and verbal and written communications.
Exceptional onthefly problem solving capabilities and multitasking skills.
Passion and ability to exceed customer expectations.
High levels of emotional intelligence.
Must be a proficient PC computer user and be able to learn and adapt to new software applications and procedures quickly and accurately.
Technical skills to include Microsoft Office Suite especially Microsoft Excel and Outlook.
Must be proficient with phone system operation and able to quickly master phone system functions.
Experience: Prefer a minimum of three years experience in customer service.
Work Environment and Physical Demands: Normal office environment.
Management Level: Works under minimal supervision exercises high degree of discretion and independent judgment. Candidate should be highly motivated.
Employer Rights Statement: This job description does not list all job duties. Occasionally a supervisor or manager might request that you perform other duties. Managements evaluation of your performance is based on your performance of the tasks listed in this job description and these other duties. Management has the right to revise this job description at any time. This job description is not a contract for employment. Therefore either you or the employer may terminate the employment relationship at any time for any reason.
Employment Type
Full-Time
