Contracts Customer Service Representative - Mesa, AZ - Military Veterans

Contracts Customer Service Representative - Mesa, AZ

Mesa, AZ, USA Req #1484

Wednesday, November 20, 2024

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 enfo...