Contracts Customer Service Representative

JOB SUMMARY:
Manage the repair process for assigned customer base. Determine clients’ needs, ensure continued job progress, communicate with client, and coordinate sublet. Coordinate resources to support repair process. Ensure no expense time due to poor scheduling. Ensure timely billing. Manage assigned employees and resources to meet repair process needs. Coach/mentor employees, coordinate work schedules. Ensure adherence to budget. Monitor and manage labor expenses to meet budget.

ESSENTIAL FUNCTIONS:

Receives and responds to service requests from clients. Listens carefully and speaks and acts courteously while showing genuine concern for the client's problem.
Plans and organizes work. Requests or personally opens work orders. Assigns work to appropriate cost center.
Maintains continuing supervision to ensure that work assignments are carried out on schedule and within acceptable quality standards.
Maintains daily client contact. Accepts and resolves client requests.
Keeps current about service jobs in progress. Keeps clients informed about progress and delays in completing their jobs.
Schedules cost center to complete service jobs. Directs support personnel to fill commitments made to clients.
Ensures that the Customer Service function is covered at all times. Monitors and responds to client requests.
Approves work order closings. Makes warranty, policy, and rework charge decisions.
Assumes ultimate responsibility for accuracy and credibility of final review, closing crediting and recharging of all work orders. Maintains knowledge and effectively uses the work order computer systems.
Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures, and standards.

ADDITIONAL RESPONSIBILITIES:

Participates in monthly Service meetings.
Maintains work center cost control.
Follows and administers company policy.
Performs other duties as assigned by the Manager.
Works within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

Must have interpersonal, management, organization, and planning skills sufficient to assist clients, direct people and maintain acceptable levels of productivity.
Must be able and willing to accept, communicate and enforce company policies, procedures, and regulations.
Must be able to utilize computer-based service and work order management systems.
Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

Previous experience utilizing a computer-oriented management system similar to Empire, preferred.
Previous experience in a Caterpillar Dealer Service Department, preferred.
Proof of high school diploma or General Education Degree (GED).
Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.

The employee frequently is required to stand, walk, reach with hands and arms, climb or balance, and stoop and kneel.
The employee is occasionally required to lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision.
This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.

WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, high, precarious places, and outside weather conditions.
The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
The noise level in the work environment is usually office moderate.