Service Support Agent

Johnson Health Tech Companies•Bloomington, MN

19h

About The Position

Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits. This role also involves working closely with supporting 3rd party service providers in regions where Johnson does not have employed service technicians. The position will confirm manufacturer warranties, keep customers updated on the status of their service requests, and create invoices upon completion of work. The Service Support Agent will collaborate with the finance accounts receivable team to ensure accurate collection of warranty revenue from manufacturers.

Requirements

High school degree or equivalent required.
1 – 2 years of customer service and or scheduling experience preferred.
Advanced Microsoft Excel, Word, and Outlook skills necessary.

Responsibilities

Establish service, maintenance, and contract call priorities and schedule accordingly.
Establish positive long-term relationships with customers and key members of commercial establishments.
Assist customers via phone, email, and walk-ins (possibly live calls).
Assist the retail sales team in resolving customer or store issues.
Ensure inventory is in stock before scheduling service calls and assist in ordering parts.
Ensure direct customer relationships are positive, productive, and profitable.
Prepare reports as requested.
Take all reasonable steps possible to minimize non-billable Service Technician time.
Maintain cooperative working relationships with all company employees.
Assist in the collections process for commercial and retail work performed by the service department.
Ensure correct manufacturer warranty approvals before performing service work.
Ensure invoicing of correct parties (customer, manufacturer warranty, or extended warranties).
Support Accounts Receivable with aging reports for manufacturer warranties and Commercial customers.
Forward service requests to 3rd Party Service Providers where Johnson Service technicians are not available.
Perform miscellaneous office administrative duties.
Perform additional duties as assigned.
Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets.
Keep the Service Supervisor informed of all pertinent factors affecting assigned responsibilities.