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.