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Customer Service Administrator

dhjdnwh4qm62pb5vm2o4tbd72ej7oa01f47beu0d9d984ckrwi58r2ocg36n82t5 · 30+ days ago

Fort McMurray, AB, CA

Negotiable

Full-time

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Job Description:

Responsibilities:

Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Assesses customers needs and gathers pertinent information.
Creates basic work orders in appropriate systems.
Provides some status updates to customers, as requested.

Qualifications and Competencies:

Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Financial acumen - Interpreting and applying an understanding of key financial indicators to make better business decisions.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Diagnostics Application - Translates customer complaints to develop a troubleshooting plan; troubleshoots issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Warranty Process - Analyzes customer issues to verify the root cause of failure and associated progressive damage; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with a repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive an accurate settlement.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution promptly.
Service Documentation - Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to accurately record the work done.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic device set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine the next steps for service resolution.

Education, Licenses, and Certifications:

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires relevant work experience or specialized skills obtained through education, training, or on-the-job experience.

•

Last updated on Jan 9, 2023

About the company

D

dhjdnwh4qm62pb5vm2o4tbd72ej7oa01f47beu0d9d984ckrwi58r2ocg36n82t5

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