Service Support Agent

Position Overview

Under the direction of the Service Support Supervisor the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we dont have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.

Responsibilities

Customer Service:

Establish service maintenance contract call priorities and schedule accordingly.

Establish positive long-term relationships with customers and key members of commercial establishments

Assist customers on the phone via email and walk-ins (possibly live calls)

Assist the retail sales in resolving customer or store issues

Ensure that inventory is in stock before scheduling the service call and assist in ordering parts

Ensure that direct customer relationships are positive productive and profitable

Service Support:

Prepare reports as requested

Take all reasonable steps possible to minimize the amount of non-billable Service Technician time

Maintain cooperative working relationships with all company employees

Assist in the collections process for commercial and retail work performed by the service department

Ensure that we get the correct manufacturer warranty approvals before performing service work.

Ensuring we invoice the correct parties (customer manufacturer warranty or extended warranties).

Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.

Forwarding service request to 3rd Party Service Providers where we dont have Johnson Service technicians.

Miscellaneous office administrative duties

Additional duties assigned as needed

Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets

Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities

Communication:

Ability to read and write English

Ability to quickly and accurately compare alpha numerical characters and product descriptions

Able to effectively presents ideas and information through oral and written communication skills

Strong ability to communicate with both internal and external customers

Adaptability:

Ability to react quickly to changes or requirements

Initiative:

Achieves high percent of task target dates

Suggests develops and improves current work processes

Willing to assist others when his/her tasks are complete

Contributes ideas to improve current processes

Interpersonal:

Establish and maintain effective working relationships with diverse group of co-workers customers and vendors

Contributes to a positive working environment

Quality of Work:

Strong attention to details is required to update service tickets accurately

Able to follows tasks to completion in a timely manner without sacrificing quality

Tracking and overseeing specific accounts or projects accurately

Education:

High school degree or equivalent required

Experience:

1 2 years of customer service and or scheduling experience preferred

Other Requirements:

Advanced Microsoft Excel Word and Outlook skills necessary

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Time Off benefits

Product discounts

Wellness programs

EOE/M/W/Vet/Disability

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