CSA Coordinator - CAT Rentals
About The Position
Main Duties & Responsibilities Primary Job RoleConducts all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations. Develop and maintain a cohesive team effort between all departments to achieve objectives of profitable growth, customer satisfaction, and a continuous improving of service operations. Communicate effectively with internal and external customers. Quote Customer Service Agreements (CSA's) as required using available systems programs and information. Maintain and update CSA contracts/agreements in the DBS system. Create, print, and distribute all contract tracking invoices. Review customer contract Total Maintenance & Repair (TM&R) invoicing for discrepancies such as non-covered items and warranty repairs. Communicate finding as needed to management. Maintain a log of all CSAs setup each week and distributed to the required personnel in a timely manner. Performs other duties as assigned. Essential Job CompetenciesSafety: fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace. Job Specific Skills: Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS. Managing Change: Demonstrates support for innovation and for organizational changes needed to improve the organization's effectiveness. Helps individuals and groups manage the anxiety associated with significant change. Establishes processes to manage the orderly implementation of change. Information Gathering: Checks all appropriate sources in identifying the information needed for analysis and decision making. Uses skillful methods in obtaining high quality relevant information. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Clearly documents sources, and organizes the information according to the research needs. Takes Initiative: Takes appropriate action to resolve issues without requiring direction. Seeks out others involved in a situation to learn their perspectives. Makes difficult decisions in a timely manner. Is willing to make decisions in difficult or ambiguous situations, when time is critical. Assertive in a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made. Customer Oriented: Demonstrates concern for satisfying external and/or internal customers. Responsive, quickly and effectively addresses customer concerns or problems. Assures customers he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers. Results Oriented: Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations. Remains focused, does not get bogged down in unnecessary detail. Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events. Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work. Adaptability: Adapts to changing business needs, conditions, and work responsibilities. Adapts approach, goals, and methods to achieve solutions and results in dynamic situations. Recovers quickly from setbacks, and finds alternative ways to reach goals or targets. Open to different and new ways of doing things; willing to modify one's preferred way of doing things. Credibility: Demonstrated concern to be responsible, reliable, and trustworthy. Maintains commitments. Respects the confidentiality of information or concerns shared by others. Is honest and forthright with people. Takes personal responsibility for the quality and timeliness of work. Punctual, follows instructions, policies, and procedures. Stress Management: Keeps functioning effectively when under pressure and maintains self-control in the face of hostility or provocation. Remains calm under stress. Can effectively handle several problems or tasks at once. Controls response when criticized, or provoked.
Requirements
- High School diploma or GED
- 3-4 years experience
- Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers.
- 3-4 years experience with earth moving equipment/power generation or related field
- Proficient in the use of a computer, Microsoft Office products and relevant Dealer software programs such as DBS, SIS, EMT, and VisionLink.
- Knowledge of service work order, warranty procedures, and Contract tracking within DBS.
Nice To Haves
- Successfully completed formal leadership training.
- Experience in relevant service management.
- Understand and analyze reports from Access and SQL.
- Accurate data entry skills.
Responsibilities
- Conducts all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations.
- Develop and maintain a cohesive team effort between all departments to achieve objectives of profitable growth, customer satisfaction, and a continuous improving of service operations.
- Communicate effectively with internal and external customers.
- Quote Customer Service Agreements (CSA's) as required using available systems programs and information.
- Maintain and update CSA contracts/agreements in the DBS system.
- Create, print, and distribute all contract tracking invoices.
- Review customer contract Total Maintenance & Repair (TM&R) invoicing for discrepancies such as non-covered items and warranty repairs. Communicate finding as needed to management.
- Maintain a log of all CSAs setup each week and distributed to the required personnel in a timely manner.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
