Customer Support Representative 1

Daikin Comfort • Waller, TX

1d

About The Position

The Corrective actions and Dispatching Customer Service Agent provides support to independent service companies & end users via phone or written correspondence; provide part information to customers.  Evaluates requests for recall, product repair, or exchange. Input caller/product information into Microsoft Dynamics CRM - Customer Relationship Management call tracking program. Dispatches independent companies to perform warrantable repairs and process warranty claims.  Send recall part to end user or independent service companies.  Position Responsibilities may include: Contact independent service companies via phone or written correspondence for the purpose of soliciting services to support installed products  Main point of contact for customers/end users requiring service for PTAC, RAC, and recalled products  Dispatch repairs to local service technicians through software application   Update and maintain national servicer database via mainframe or other database systems  Input caller/product information and service parts orders into call tracking database  Assemble and mail new servicer startup materials   Instruct new customers/servicers in proper warranty and service procedures  Handle warranty authorization, research warranties, and payments  Process claims made by dealers   Keep a call log for recalls  Verify caller’s unit is under recall  Cold call to locate independent service companies   Order recall part to ship to end user or independent service company  Process claims made by dealer for recall work  Assist with payment issues  Mail out letters about the recall  Contact distributors to gather end-user information  Input caller/product information and service parts orders into call tracking database Perform additional projects/duties to support ongoing business needs. Nature & Scope: Works within well-defined instructions Uses established procedures and works under supervision to perform assigned tasks  Work is closely supervised Knowledge & Skills: Excellent customer service skills; interpersonal skills with ability to diffuse negative situations  Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers  Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations  High level of attention to detail and accuracy  Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems  Effective organizational and time management skills  Ability to interpret and follow work instructions and company policies and procedures  Ability to apply good judgment, strong work ethic, and integrity on the job. Competencies:

Requirements

• Excellent customer service skills; interpersonal skills with ability to diffuse negative situations
• Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers
• Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations
• High level of attention to detail and accuracy
• Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems
• Effective organizational and time management skills
• Ability to interpret and follow work instructions and company policies and procedures
• Ability to apply good judgment, strong work ethic, and integrity on the job
• 2-3 year's experience in office environment & customer service
• High School Diploma/GED

Responsibilities

• Contact independent service companies via phone or written correspondence for the purpose of soliciting services to support installed products
• Main point of contact for customers/end users requiring service for PTAC, RAC, and recalled products
• Dispatch repairs to local service technicians through software application
• Update and maintain national servicer database via mainframe or other database systems
• Input caller/product information and service parts orders into call tracking database
• Assemble and mail new servicer startup materials
• Instruct new customers/servicers in proper warranty and service procedures
• Handle warranty authorization, research warranties, and payments
• Process claims made by dealers
• Keep a call log for recalls
• Verify caller’s unit is under recall
• Cold call to locate independent service companies
• Order recall part to ship to end user or independent service company
• Process claims made by dealer for recall work
• Assist with payment issues
• Mail out letters about the recall
• Contact distributors to gather end-user information
• Input caller/product information and service parts orders into call tracking database
• Perform additional projects/duties to support ongoing business needs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED