Job Description
Call Center Representative
Job ID REF4847X Address 701 South Ridge Avenue, Troy, OH Job Type Full-time Job Status Non-Exempt
Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.
Contact with both internal and external customers where improper handling will have a marked effect on operating results. Ability to work with other Service Support Team Members.
Will provide 24 hour a day, 7 day a week support to field offices to include logging calls to Branches and paging on call technicians during non-business hours.
Shift Schedule: Schedules include a variety of day, evening and weekend hours. Remote capabilities are acceptable on an approved basis.
Willing to be flexible to provide necessary coverage for peak periods, vacations, holidays, etc.
RESPONSIBILITIES:
- Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
- Utilize current system to properly log and page service calls
- Distribute faxes and electronic calls as needed
- Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications
- Identify service offices and/or personnel where intervention may be needed to improve processes
- Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
- Coordinate field notification, tracking and payment of SPIFF programs
- Track Office Information Screen/SMS Scheduler updates, print, and follow-up as necessary
- Train and assist in the development of new hires
- Handle other projects as required
Qualifications:
- Accredited High School diploma or GED
- 2 years in customer support and service experience required
- Proficient with Microsoft Office Products to include Outlook, Word, and Excel
- Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
- Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
- Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
- Recognize changing customer needs and determine process/procedure updates and/or requirements
- Work with IT regarding customer needs when appropriate
- Ability to communicate effectively verbally and in writing
- Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
- Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain pleasant and professional image
PREFERRED SKILLS:
- Associate’s degree
- Proficient with Microsoft Office Products to include Access and Power Point
- Bilingual
- Field experience a plus