Parts & Service Writing Support

BALL EQUIPMENT•Birch Run Township, MI

About The Position

The Parts & Service Hybrid role is first and foremost, a mechanical and customer service minded professional who ensures customers acquire the correct parts and accessories and/or coordinates with customers and service technicians to correctly identify and resolve equipment service needs in an efficient and effective manner for an outstanding customer experience.

Requirements

High school diploma, GED, or suitable equivalent.
1+ years of customer service experience, preferably in a related field.
Basic technical knowledge about mechanical systems – experience in parts or service from automotive, electrical, or other fields can be transferable to power equipment.
Proficient computer skills and the ability to use several different platforms to resolve customers questions.
Excellent interpersonal skills and phone etiquette.
Outstanding communication skills, both verbal and written.
Strong people skills with a focus on customer experience.

Nice To Haves

Experience in similar dealership and/or retail environments preferred.
CDK Global or Lightspeed experience is preferred.

Responsibilities

Assist customers in person and by phone with their parts purchasing inquiries and needs.
Answer customers technical part related questions and assist with finding potential solutions.
Utilize Lightspeed and internal part catalog systems to solve customer issues and locate parts accurately.
Capture complete and accurate customer information in internet-based CRM system / Lightspeed and process payment with cash, check, or credit card.
Assist Service Technicians as needed with parts required for service repairs
Assist with performing monthly inventory cycle count.
Assist with timely and accurate processing of intercompany daily transfers
Set up merchandise for display and keep properly stocked.
Ensure all necessary parts are received timely, stocked and ready for purchase or assigned to service work orders accordingly.
Maintain a positive work atmosphere by acting and communicating in a respectful manner to show appreciation for both internal and external business relationships to ensure a top notch customer experience for all.
Resolve phone, walk-in and, text customers service/repair inquires
Assists customer in dropping off equipment and capturing information about repairs needed.
Log customers personal info, unit details and repair needs/expectation information accurately into the CRM / Lightspeed system work order module.
Coordinate closely with Centralized Warranty Services to ensure accuracy of warranty status and coverage if/when applicable.
Utilize CRM / Lightspeed to proactively track and monitor customers service to provide accurate status updates on the progress of their Work Order
Look up parts using computer system platform for customers and technicians
Work closely with the other departments, coordinating internal repair orders and communication with Service Technicians to obtain accurate estimates and scheduling of internal accessory installations.
Proactively communicate with both internal and external customers and suppliers through the repair process, including delays or necessary updates to estimates
Be familiar with scheduling process and parameters for pickup and delivery of units for sales and service department
Process payments from customers for services provided