Our partners who are a leading manufacturer in the work truck industry, are in searching for a Technical Service Representative to complement the skills and talents of our Technical Service Team. The Technical Service Representative is responsible for providing world-class support to our customers. You are the main point of contact to our customers when they need help with technical issues, either by phone or email. The representative uses our technical database to find answers to customer questions, help with installing products, guide customers in choosing the right product based on size and performance, and solve problems for both dealers and end users. Sometimes the representative needs to work with customer service, quality, and product engineering teams to find solutions and answer customer questions.
Primary Job Duties:
Identify and assess dealers' needs to achieve a high level of satisfaction.
Handle incoming calls concerning technical service inquiries, working with your teammates to manage the call queue and make sure customers don't have to wait too long.
Address dealer issues to provide appropriate solutions and escalate to the technical service supervisor when needed.
Go the extra mile to exceed the customer's expectations.
Respond to email correspondence from internal and external customers in a professional and timely manner.
Assist as needed with other customer service workflows.
Skills/ Experience:
Strong verbal communication and active listening skills.
Excellent written communication skills.
Strong problem-solving skills.
Ability to multi-task, manage multiple priorities and manage time effectively.
Customer service focus with the ability to adapt/respond to different types of customer personalities.
Strong attention to detail.
Proficient in Microsoft Office suite.
Education Background:
High School Diploma
1 to 2 years of customer service experience in an office setting (preferred)
Candidates who have experience installing hardware and upfitting work trucks in general, will stand out to the hiring team.