Technical Service Intake & Support Specialist

Methods Machine Tools, Inc.; Sudbury, Northern (MA, KY); Ibrido; USD 54.000 - 67.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

Paid time off

Education assistance

401(k) plan

Career growth opportunities

Descrizione del lavoro

Methods Machine Tools in Sudbury, MA, is seeking a Customer Service Representative to join National Service Operations. You will be the first point of contact for inbound customer and technician calls, manage intake, triage requests, create and route service cases, and resolve non-technical inquiries.

This role requires strong communication, good judgment, and experience in fast-paced phone-based environments such as service coordination or call centers.

Competenze

• 3+ years in phone-based intake, service coordination, or call center.
• Ability to triage, prioritize, and route requests in a fast-paced environment.
• Strong verbal and written communication skills.
• High attention to detail and comfort with structured processes.
• Experience creating and managing cases or tickets in CRM/service platforms.
• Calm, professional, and decisive when handling high-volume calls.

Mansioni

• Serve as the primary intake point for inbound customer calls, emails, and service inquiries.
• Triage calls to determine appropriate handling: administrative resolution, case creation, or escalation.
• Create, update, and route service cases accurately within internal service systems.
• Ensure technician-originated calls are routed to available technical experts per procedures.
• Monitor and manage shared service inboxes with timely responses and proper documentation.
• Maintain clear, professional communication with customers, technicians, and internal teams.
• Support service leadership by reinforcing intake and escalation processes.
• Assist with additional administrative or coordination tasks as needed.

Conoscenze

Phone-based intake

Service coordination

Call center experience

Verbal communication

Written communication

CRM/service platforms experience

Time management

Strumenti

CRM systems

Descrizione del lavoro

Methods Machine Tools in Sudbury, MA, is seeking a Customer Service Representative to join National Service Operations. You will be the first point of contact for inbound customer and technician calls, manage intake, triage requests, create and route service cases, and resolve non-technical inquiries.

This role requires strong communication, good judgment, and experience in fast-paced phone-based environments such as service coordination or call centers.