Job Purpose:
*Act as the first point of contact for customers.
*Promote quality service and support business growth at the branch or service location.
Key Responsibilities:
*Greet and assist customers in person or by phone.
*Build and maintain positive customer relationships.
*Assess customer needs and gather relevant information.
*Create basic work orders using internal systems.
*Provide service status updates when requested.
*Document service activities accurately.
*Support warranty claim processes and technical escalations.
Core Competencies:
*Communication: Deliver clear, tailored messages to different audiences.
*Conflict Management: Handle disputes calmly and effectively.
*Customer Focus: Prioritize customer satisfaction and build strong relationships.
*Work Direction: Delegate tasks and remove obstacles to ensure smooth operations.
*Financial Awareness: Use financial insights to support better decision-making.
*Trustworthiness: Demonstrate honesty, integrity, and reliability.
Technical Skills:
*Diagnostics: Translate customer complaints into troubleshooting plans using tools and workflows.
*Warranty Handling: Verify root causes, determine coverage eligibility, and file claims accurately.
*Technical Escalation: Elevate unresolved issues while maintaining timely communication.
*Service Documentation: Record customer and equipment data using required tools.
*Electronic Tools: Use diagnostic software and hardware to identify and resolve issues.
Qualifications:
*High school diploma or equivalent.
*Relevant experience may substitute for formal education.
*May require licensing or certification depending on regulatory requirements.
Experience:
*Significant relevant work experience or specialized skills gained through education or training.