Residential Tech Support Agent - Tier 1
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About The Position
As a Residential Tech Support Agent - Tier 1 at A. O. Smith Corporation, you will play a crucial role in assisting customers with their purchased orders, stock checks, and general inquiries. This position serves as a vital link between customers and A. O. Smith, addressing specialty questions and providing advice. You will be responsible for processing orders for materials or merchandise received through various channels, including mail, telephone, or in-person interactions with customers or company employees. Your primary focus will be on ensuring customer satisfaction by effectively managing parts sales order backlogs and utilizing JDE information to enter customer parts orders accurately and efficiently. In this role, you will handle customer requests and complaints through phone, fax, or computer, ensuring that customers are informed about parts prices, shipping dates, anticipated delays, and any additional information they may require. You will proactively communicate with customers regarding shipment delays and gather necessary information to facilitate order processing. Checking inventory and scheduling shipments of customer orders will be part of your daily tasks, along with following up on orders to ensure timely delivery. You will also be responsible for confirming prices and discounts for customers, collaborating with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. Additionally, you will compile statistics and prepare various reports for management, including replacement parts field information, cross-reference data, and parts bulletins. Handling irate customers professionally and obtaining customer feedback will be essential aspects of your role. You will also participate in the ongoing update and improvement of parts identification tools, contributing to the overall efficiency and effectiveness of the team. Other duties may be assigned by your supervisor as needed.
