Customer Service Advisor

BRIGGS EQUIPMENT dba BRIGGS INDUSTRIAL SOLUTIONS • New Braunfels, TX

419d • Onsite

About The Position

The Customer Service Advisor serves as a vital link between service team members and customers, overseeing daily operations and ensuring adherence to company standards within the Service Department. This role involves managing technician assignments, monitoring service progress, and facilitating communication between customers and technicians to ensure timely and accurate service delivery.

Requirements

• Excellent customer service and multi-tasking skills.
• Strong communication skills to work between technicians and customers.
• High attention to detail, including precise data entry.
• Ability to work with a high sense of urgency in a dynamic environment.
• Thorough knowledge of systems, procedures, techniques, equipment, operations, standards, and reports related to service operations.
• Ability to work with minimal supervision and company systems.
• Proficient in all MS Office products, including Word, Excel, and PowerPoint.
• High school diploma required; technical school and/or college degree preferred.
• 5+ years of customer service, operations, or similar work experience preferred.
• Prior experience in processing service orders, invoices, purchase orders, budget expense tracking, and payroll preparation preferred.

Nice To Haves

• Technical school and/or college degree preferred.
• 5+ years of customer service, operations, or similar work experience preferred.

Responsibilities

• Dispatch, assign and monitor Technicians to service calls based on technical certification levels and/or skillset.
• Monitor the progress and productivity of technicians on a weekly and monthly basis using business system tools.
• Verify unit information and repair descriptions submitted by external customers for efficient parts ordering.
• Communicate with customers regarding additional product support opportunities identified by technicians.
• Request purchase orders from customers for service repair payment.
• Issue Purchase Orders to vendors for supplies and sublet labor expenses for repairs.
• Ensure execution of Operational Maintenance, Guaranteed Maintenance & Long Term Maintenance Agreement services, including billing and reporting.
• Verify van maintenance schedules and tracking by VIN and technician ID.
• Review inactive service repair orders to avoid delays in repairs or invoicing.
• Ensure repairs, time posting and work orders are accurately completed to meet department KPI metrics.
• Partner with Service Department leadership to coach underperforming technicians.
• Support sales team members with quote preparation and tracking of service-related work.
• Collaborate with cross-functional partners to ensure alignment in processes and direction.
• Answer and respond to general phone and email inquiries.
• Perform other related duties as assigned.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED