Lead Customer Support Representative 3

Quietflex mfg•WALLER, TX

2h•Onsite

About The Position

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.

Requirements

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.
Knowledge of PTAC products and parts, recalls, and including strong product and business acumen
Strong working knowledge of warranty processing and verifications
Ability to effectively train, mentor, and provide guidance

Nice To Haves

Subject matter expert on all open recalls

Responsibilities

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
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)
Perform additional projects/duties to support ongoing business needs.