CCC Agent

CCC Agent

3201 Integrity Dr, Garner, NC 27529, USA Req #1407

Thursday, October 3, 2024

PRIMARY FUNCTION:

This position serves customers by gathering detailed information for scheduled and unscheduled repair needs.

This position will be setting up service repair calls in the applicable systems and providing service information to the dispatchers for scheduling of repair or emergency service.

Responsible for setting up new customer accounts, adding machine to our population list in the system along with resolving or assisting with service problems and various situations.

ESSENTIAL DUTIES:

Customer Service - 60%


* Answers all inbound calls as well as gathering all appropriate information to set up service calls in the corporate business system.


* Assist customers who have specific inquiries on services needed or invoicing questions.


* Assists the Service Managers, Service Advisors/Dispatchers with customer inquiries and requests for repair/services.


* Advise Customer Care Center Manager of any significant activity or potential customer concerns, major shifts in work load, or time delays always to avoid miss- communications.


* Promote external and internal customer relations and good will by investigating customer concerns, researching and providing justification material when required, and communicating those findings promptly to all necessary personnel.


* Work as a liaison between service, sales and parts department personnel when needed to promote a team effort for the respective divisions.


* Provide personalized customer service of the highest level.


* Update the existing business system with changes and the status of each customer/prospective customer.


* Arrange for the dispatch of services, information packages, brochures etc.

to clients and other interested parties.


* Follow up calls to customers for Purchase orders, credit card or method of payment for services rendered.

Administrative -40%


* Opens and maintains service calls from customers, dispatchers, and Product Support Reps providing complete and accurate information for scheduling in a timely manner.

This includes make, model, serial number, SMU, customer name and location.


* All service calls should include proper Job and Component codes, warranty status, and credit status prior to opening work order.


* Review warranty type if applicable to the equipment for service being requested.


* Investigate and check credit based on authority and parameters set by the Credit Department per service dept.

policy.


* Requesting purchase orders upfront when setting up service call from customer if account requires a Purchase Order for work to be performed.


* Send update request via work flow for updating customer accounts on machine population.


* Opening service calls based on provided/verified quote information for repairs from Product Support Reps.

in order to send to dispatch.


* Perform service call ...