Title: Customer Service Representative - Diesel Service & Warranty Support
We are seeking a skilled and customer-focused individual to join our team as a Customer Service Representative supporting our Diesel Service and Warranty operations. This position serves as the first point of contact for our customers, ensuring top-tier service and promoting lasting business relationships.
Key Responsibilities:
- Serve as the primary point of contact for customers via phone and in-person.
- Build and maintain strong relationships with customers through effective communication.
- Assess customer needs, gather relevant information, and create basic work orders.
- Provide updates and status information on service requests and repairs.
- Facilitate the warranty claim process by interpreting guidelines and documenting accurately.
- Troubleshoot customer issues and escalate technical concerns when necessary.
- Maintain accurate service records using internal business systems and tools.
- Use electronic service tools and software platforms for diagnostics and reporting.
Must-Have Skills & Experience:
- 3-5 years of relevant experience, ideally in the diesel or automotive service and repair field.
- Strong customer service orientation with excellent verbal and written communication skills.
- Proficient with computer systems, including the ability to navigate multiple platforms.
- Ability to work effectively in a fast-paced environment, manage multiple tasks, and take ownership of responsibilities.
- Detail-oriented with strong organizational skills.
Preferred Qualifications:
- Prior experience in a service, repair, or warranty-related role within the Diesel or Automotive Industry.
- Experience with diagnostic tools and electronic service platforms.
Education:
- High school diploma or certificate of completion of secondary education.
- Equivalent work experience may be considered in lieu of formal education.
Competencies:
- Customer Focus - Building strong relationships and delivering customer-centric solutions.
- Communicates Effectively - Adapting communication style to meet the needs of different audiences.
- Manages Conflict - Handling situations calmly and productively.
- Instills Trust - Acting with integrity and authenticity.
- Financial Acumen - Understanding and applying financial data to inform decisions.
- Technical Troubleshooting & Escalation - Identifying and addressing technical issues accurately and efficiently.
Note: This role requires participation in an on-call rotation every other week, including weekends.