Service Support Specialist

Brady Services•Greensboro, NC

About The Position

The Service Support Specialist provides customer-service and inside-sales support to Brady Associates, performs general customer-service duties, prepares job numbers for sold quoted work, and coordinates parts procurement. The role manages service-related information and reports, supports billing and invoicing processes, monitors shared email inboxes, and communicates with customers, technicians, schedulers, vendors, and other company personnel. The position also contributes to teamwork, process improvement, customer satisfaction, and workplace safety. It works in a typical office environment with usually moderate noise.

Requirements

High school diploma.
At least 1 year of customer service experience.
Proficiency with the MS Office Suite, general familiarity with computer systems, and ability to learn software applications as required.
Ability to read and write, communicate effectively with coworkers and customers, and understand and translate correspondence from dictation.
Basic math skills, including performing operations involving American currency and measurements of weight, volume, and distance.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret varied technical instructions in mathematical or diagram form and work with abstract and concrete variables.
Ability to pass drug screening.
Ability to prove US employment eligibility.

Nice To Haves

Experience in the HVAC industry.

Responsibilities

Collect, maintain, upload, and distribute service-related report data to support operational and customer needs.
Enter eddy current tube analysis data provided by technicians and create custom reports for customers.
Create sold quoted requests in service software, upload documentation, send requests to procurement for parts ordering, and provide the Scheduler with job information and estimated parts arrival times.
Process company credit card transactions for technicians.
Monitor assigned shared email inboxes, prioritize requests, and respond promptly and professionally.
Maintain customer online billing accounts to accept purchase orders, request additional purchase-order funds, and complete work orders upon completion.
Process billing for completed Preventative Maintenance Inspections and ensure supporting documentation is accurate and complete.
Verify the on-call technician for the week and submit the information to the answering service.
Review and process daily vendor invoices, ensuring parts are accurately applied to the request in the database.
Maintain knowledge of Brady’s products and services.
Take on additional duties and overtime as required to meet department goals.
Promote cooperation and teamwork, look for process improvements, and continually improve personal performance.
Provide responsive, professional, and diplomatic customer service; answer calls and correspondence promptly and pleasantly; and communicate in a friendly, professional, and patient manner.
Address customer concerns promptly and involve other company personnel when needed, with the goal of building and maintaining long-term customer relationships.
Follow company safety programs, report non-compliance, and notify the Manager or Safety Manager of unsafe conditions.
Perform other duties and responsibilities as assigned.