Service Support Specialist (Office Administration)

Gerotech•Grand Rapids, MI

11d•Onsite

About The Position

Our Service Support Specialists play a crucial role in delivering exceptional service to our customers. Primary responsibilities include handling customer inquiries, resolving issues, and providing information about our products or services. Service Support Specialists ensure that customers receive prompt and effective support. Strong communication skills, problem-solving abilities, and a customer-focused mindset are essential for success in this role.

Requirements

Minimum High School Diploma/GED
2 years of experience in a related role is strongly preferred.
Desire to exceed customer expectations.
Excellent communication skills, oral and written.
Desire to be proactive and create a positive experience for others.
Proficient with Microsoft Office Suite or similar software with the ability to learn new or updated software.
Positive, professional attitude and customer service background

Nice To Haves

Two (2) year degree or higher preferred
Hi-lo/Forklift experienced preferred.

Responsibilities

Provide technical assistance and support to customers who require CNC machine repair services.
Handles inbound and outbound calls from customers to address inquiries, resolve issues, and provide information about products or services.
Responsible for invoicing all service jobs promptly and accurately.
Research open service orders and follow up with technician notes and paperwork that is required.
Maintain detailed records of customer interactions, including issues raised, resolutions provided, relevant information, and any follow-up actions required.
Working with the scheduler, daily, to determine when customers are scheduled for onsite service by a technician.
Escalate complex or unresolved issues to higher-level support or management as needed. Ensure that escalated issues are addressed promptly
Responsible for the setup and breakdown of classes and events at the Grand Rapids location.
Maintain a clean work environment including, the cleanliness of the Grand Rapids building and bathrooms.
Continuously review current processes and procedures for efficiency in work performed for both internal and external customers.
Assist with periodic physical inventory of stock parts at Gerotech facility or company service vans, as required.
Keep management informed of significant changes in products, services and personnel that could affect company reputation, growth, and profits.