Service Support Agent
Johnson Fitness, Bloomington, MN, United States
Position Overview
Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we don’t have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.
Responsibilities
Customer Service
Establish service, maintenance, contract call priorities and schedule accordingly.
Establish positive long-term relationships with customers and key members of commercial establishments
Assist customers on the phone, via email, and walk-ins(possibly live calls)
Assist the retail sales in resolving customer or store issues
Ensure that inventory is in stock before scheduling the service call and assist in ordering parts
Ensure that direct customer relationships are positive, productive and profitable
Service Support
Prepare reports as requested
Take all reasonable steps possible to minimize the amount of non-billable Service Technician time
Maintain cooperative working relationships with all company employees
Assist in the collections process for commercial and retail work performed by the service department
Ensure that we get the correct manufacturer warranty approvals before performing service work.
Ensuring we invoice the correct parties, (customer, manufacturer warranty or extended warranties).
Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.
Forwarding service request to 3rd Party Service Providers, where we don’t have Johnson Service technicians.
Miscellaneous office administrative duties
Additional duties assigned as needed
Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets
Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities
Requirements
Education
High school degree or equivalent required
Experience
1 – 2 years of customer service and or scheduling experience preferred
Other Requirements
Advanced Microsoft Excel, Word, and Outlook skills necessary
Benefits
We offer a competitive compensation package along with outstanding benefits and growth opportunities, including:
Health & Dental Insurance
Company-paid Life Insurance
401(k) Plan with company contributions
Generous Paid Time Off
Exclusive Product Discounts
Wellness Programs and more
EOE/M/W/Vet/Disability
#J-18808-Ljbffr
Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we don’t have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.
Responsibilities
Customer Service
Establish service, maintenance, contract call priorities and schedule accordingly.
Establish positive long-term relationships with customers and key members of commercial establishments
Assist customers on the phone, via email, and walk-ins(possibly live calls)
Assist the retail sales in resolving customer or store issues
Ensure that inventory is in stock before scheduling the service call and assist in ordering parts
Ensure that direct customer relationships are positive, productive and profitable
Service Support
Prepare reports as requested
Take all reasonable steps possible to minimize the amount of non-billable Service Technician time
Maintain cooperative working relationships with all company employees
Assist in the collections process for commercial and retail work performed by the service department
Ensure that we get the correct manufacturer warranty approvals before performing service work.
Ensuring we invoice the correct parties, (customer, manufacturer warranty or extended warranties).
Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.
Forwarding service request to 3rd Party Service Providers, where we don’t have Johnson Service technicians.
Miscellaneous office administrative duties
Additional duties assigned as needed
Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets
Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities
Requirements
Education
High school degree or equivalent required
Experience
1 – 2 years of customer service and or scheduling experience preferred
Other Requirements
Advanced Microsoft Excel, Word, and Outlook skills necessary
Benefits
We offer a competitive compensation package along with outstanding benefits and growth opportunities, including:
Health & Dental Insurance
Company-paid Life Insurance
401(k) Plan with company contributions
Generous Paid Time Off
Exclusive Product Discounts
Wellness Programs and more
EOE/M/W/Vet/Disability
#J-18808-Ljbffr