Customer Service Representative 4

Support internal partners, including Sales, Contact Centers, Parts, Repair, and Product Management, in resolving complex issues and identifying opportunities. Monitor and communicate performance levels while providing operational support for assigned field service repair organizations.

Job Description

• Compile and distribute reports to management according to established schedules and on an ad hoc basis, using available data resources, including company ERP systems.
• Monitor and communicate performance levels while providing operational support for assigned field service repair organizations.
• Support internal partners, including Sales, Contact Centers, Parts, Repair, and Product Management, in resolving complex issues and identifying opportunities.
• Review and approve the referral of unresolved customer grievances to designated departments for further investigation.
• Perform additional duties and responsibilities as assigned by management or required during the course of the role.

Required Skills

• Excellent verbal and written communication skills.
• Strong attention to detail, customer service, and interpersonal skills.
• Ability to work independently and manage time effectively.
• Strong ability to accurately document and maintain customer/client information.
• Experience with Microsoft Word, PowerPoint, Excel, ERP systems, and SAP.
• Strong analytical and problem-solving skills.
• Ability to adapt effectively within a changing environment and support change-management initiatives.

Education & Experience

• High school diploma or equivalent required; Bachelor's degree preferred.
• 8+ years of experience in customer service, repair services operational support, or warranty claims.