Customer Service Advisor

Darr Equipment Co; Irving (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor to enhance customer satisfaction and streamline service operations. In this role, you will collaborate with a Service Manager and a team of technicians, ensuring that every customer interaction is handled with care and precision. Your responsibilities will include managing service requests, maintaining communication with customers, and coordinating with various departments to ensure timely service delivery. This is an excellent opportunity to contribute to a dynamic team in a fast-paced environment, where your organizational skills and customer focus will shine.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(K) with Company Match

Short-Term Disability Insurance

Long-Term Disability Insurance

Life Insurance

Tuition Reimbursement

Referral Bonus Opportunities

Qualifications

• High School diploma or equivalent required.
• Customer service oriented and driven to satisfy.

Responsibilities

• Field incoming calls for service requests from customers.
• Communicate with customer on regular intervals and keep informed.
• Schedule and dispatch technicians.

Skills

Customer Service Orientation

Communication Skills

Multitasking

Organization

Time Management

Education

High School Diploma

Job description

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Position Overview

The Customer Service Advisor (CSA) will work with a Service Manager and will be the Team Admin for approximately 10-15 technicians. The position will be responsible for handling all aspects of the Customer Experience and ensuring customers are satisfied with their Darr Equipment service interactions. The CSA works with parts, rental, sales, and other service team members to ensure all service jobs are completed to the satisfaction of the customer and helps to ensure jobs are on time and within budget per service guidelines. The most important job function for the Customer Service Advisor is communicating with the customer every step of the process.

Job Details

• Level: Experienced
• Location: DFW - Irving, TX
• Type: Full Time
• Education: High School
• Salary Range: $40,000 - $55,000 per year
• Travel: None
• Shift: Day
• Category: Admin - Clerical

Description

The Customer Service Advisor (CSA) will work with a Service Manager and will be the Team Admin for approximately 10-15 technicians. The position will be responsible for handling all aspects of the Customer Experience and ensuring customers are satisfied with their Darr Equipment service interactions. The CSA works with parts, rental, sales, and other service team members to ensure all service jobs are completed to the satisfaction of the customer and helps to ensure jobs are on time and within budget per service guidelines. The most important job function for the Customer Service Advisor is communicating with the customer every step of the process.

Reporting & Supporting Positions

There are no reporting positions. Supporting positions include Warranty Claims Analyst, Technical Communicator, Trainer, and Parts Specialist. The CSA will work alongside these service and parts team members to ensure all aspects of the customer experience are handled accordingly.

Essential Duties And Key Responsibilities

• Field incoming calls for service requests from customers.
• Open and assign work orders to technicians. (May not apply at all branches)
• Schedule and dispatch technicians. (May not apply at all branches)
• Communicate with Parts Specialists daily regarding updates on backordered parts.
• Process all completed work orders daily and review for accuracy. Call customers for purchase orders if required before final review and costing.
• Communicate with customer on regular intervals and keep customer informed of status at each step through the process. The customer should never have to call Darr for an update on their service repairs.
• Work with Service Manager / Operations Manager to handle any customer billing issues or disputes.
• Work with Warranty Analysts to ensure timely completion of all warranty work orders and assist with obtaining any items needed for claims processing.
• Verify and approve time entry in Paycom and ERP daily for your assigned team of technicians.
• Work with Team Leads and technicians to keep jobs within assigned hours and on schedule.
• Work with Service Manager to monitor and manage the WIP for your assigned team of technicians.

Minimum Education, Skills, And Professionalism

• High School diploma or equivalent required
• Customer service oriented and driven to satisfy
• Strong phone and person-to-person communication skills
• Ability to multitask and pay close attention to details
• Excellent organization and time management skills

Working Conditions

This is an office position in a fast-paced environment. This position requires normal eyesight, reading, writing, listening, and speaking abilities. May involve minor lifting and/or working with hands from time to time.

Physical Requirements And Work Content

Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 25 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.

Full-Time Employee Benefits

• Health, Dental, and Vision Insurance through Blue Cross Blue Shield
• Paid Time Off (PTO) and 9 Paid Holidays
• Fidelity 401(K) with Company Match
• Short-Term and Long-Term Disability insurance
• Life Insurance
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Referral Bonus Opportunities
• Tuition Reimbursement

Seniority level

• Mid-Senior level

Employment type

• Other

Job function

• Other

Industries

• Transportation, Logistics, Supply Chain and Storage