Contracts Customer Service Representative - Mesa, AZ at Empire Southwest LLC in Mesa, Arizona

Job Description:

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.

WHO WE ARE:

Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

WHAT WE OFFER:

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More

JOB DETAILS:

Shift

1 st /Day Shift

Location

In Office

Schedule

Schedule to be provided by leader.

Salary Range

$24.89 - $33.94 per hour

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.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy and does not constitute a managing agent of the company.

Empire Southwest is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The "Know Your Rights" Poster is available here:

Know Your Rights" Poster .

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call us at 702-633-4545 or email us greatjobs@empire-cat.com and let us know the nature of your request and your contact information.

Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

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