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Service Support Agent

Posted on Feb 20, 2021 by Johnson Health Tech

Cottage Grove, WI 53527
Customer Service
Immediate Start
Annual Salary
Full-Time


Description:


Position Overview:


Under the direction of the Supervisor of Service Labor, this position fulfills the needs of Johnson dealers, consumers and service providers to ensure customer satisfaction. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.




Responsibilities:


Provide outstanding service to Johnson dealers, consumers and service providers:


•Answer all phone calls and emails from Johnson Dealers and Service Technicians


•Assist CTS department with ISP situations or issues that arise


•Follow up on open service dispatches


•Assist with setting up service work for field upgrades


•Assist as backup for front desk receptionist/operator


•Continually keep claims processing and console returns current




Online Remedy and CRM Maintenance


•Assist when needed in entering tech notes from service providers and dealers in the database


•Assist in processing labor credits and invoices


•Keep all service provider information/files/contracts up to date on dealer tab


•Investigate situations where Tech did not do the work assigned and resolve situation


•Work with service providers to get them set up in Online Remedy processing work orders and claims through database.


•Ability to guide ISP's through work order, claim, and parts order process on database




Work Practices and desirable traits:


•All paperwork and database entries filled out completely and accurately


•Able to prioritize tasks


•Detail orientated


•Excellent listening skills and Customer Service Skills - patience, assertive but not aggressive, able to handle escalated situation


•Keep your work environment 5S


•Be on time for your scheduled workday




Technical Training:


•Learn the basics of equipment troubleshooting to further assist ISP's on the phone




Marginal Job Functions:


•Other projects as assigned

. Requirements:

Qualifications:


Education:


•High school diploma or equivalent




Experience:


•Prefer two years of previous experience working in a call center, customer service or in the fitness industry.


•Good working knowledge and experience with Microsoft Office Suite


•Excellent written and verbal communication skills.


•Ability to analyze and solve basic problems




Skills:


Communication:


•Excellent verbal and written communication skills


•Able to effectively present ideas and information through oral and written communication skills




Problem Solving:


•Ability to analyze and solve basic problems




initiative:


•Achieves high percent of task target dates


•Willing to assist others when his/her tasks are complete


•Contributes ideas to improve current processes




Interpersonal:


•Ability to establish and maintain effective working relationships with diverse group of co-workers, customers and vendors


•Contributes to a positive working environment


•Ability to effectively communicate and work in a team environment




Organization:


•Skilled in planning, organizing resources and establishing priorities for work assignments for optimum results


•Able to handle multiple projects




Quality of Work:


•Able to be consistently accurate


•Able to follow tasks to completion in a timely manner without sacrificing quality




Benefits:


We offer an excellent compensation package and team-oriented work environment with growth opportunities.



Some of our outstanding benefits include:


• Health & Dental Insurance


• Company paid Life Insurance


• 401(k)


• Paid Time Off benefits


• Free access to our state-of-the-art onsite workout facility


• Product discounts


• Wellness programs


EOE/M/W/Vet/Disability

PI




Reference: 1103362205

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