Service Support Call Center Administrator
About The Position
As a Service Support Call Center Administrator, you will serve as a key member of GatesAir’s global service operations team, responsible for managing and coordinating incoming customer support requests across multiple communication channels. Operating from our Quincy, Illinois facility, you will be the first point of contact for domestic and international customers requiring technical assistance, warranty support, training services, or equipment servicing. This role requires a proactive, detail-oriented individual with excellent communication skills, strong multitasking abilities, and a customer-focused mindset to support our 24/7/365 worldwide service model.
Requirements
- Excellent written, verbal, and listening skills to effectively communicate with internal stakeholders and external customers.
- Demonstrated organizational skills with the ability to manage multiple tasks in a high-paced environment.
- Proficiency with Microsoft Office Suite; experience with Salesforce, PeopleSoft, Agile, and SharePoint is preferred.
- Strong problem-solving abilities and attention to detail.
- At least 2 years of relevant experience in customer service, call center support, or technical services administration.
- Associate’s degree or equivalent combination of education and professional experience.
Responsibilities
- Serve as the initial point of contact for customer service inquiries via phone, email, and GatesAir’s online Customer Support Portal.
- Monitor and respond to incoming service communication during core hours (8:00 AM – 5:00 PM CST, Monday–Friday), utilizing overflow support resources as needed.
- Create and manage service requests, training requests, and warranty service orders within the Salesforce CRM system.
- Prioritize off-air service tickets to ensure urgent issues are escalated and resolved promptly.
- Assign and dispatch requests to appropriate Service Support Engineers and Service Parts Administrators, including after-hours support routing.
- Maintain and track all field service equipment and support tools.
- Complete internal documentation, including order proofing and service order validation.
- Share timely updates and service information through company platforms such as SharePoint.
- Collaborate with service engineers and managers to ensure support cases are progressing efficiently and meeting customer expectations.
- Prepare, maintain, and process detailed and up-to-date product and order records in ERP and CRM systems (NetSuite, PeopleSoft, and Salesforce).
- Support the continuous improvement of support processes and documentation.
- Perform additional duties as assigned by the Vice President, Global Services.
Benefits
- GatesAir offers a full benefits package, including medical, dental, vision, life, and disability insurance; 401k matching and vacation starting out at 3 weeks annually.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
