Customer Service Support

Company: TIME Manufacturing Company

Position: Customer Service Support

Position reports to: Customer Service Manager

Location: Waco, Texas (on-site, this is not remote)

Schedule: Monday-Friday, 7:00am-4:00pm, overtime may be required

Pay: $20.00- $22.00 per hour, DOE

Company Overview

TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brands—Versalift, Ruthmann, Bluelift, France Elévateur, Movex, BrandFX, and Aspen Aerials—the company serves diverse industries, including electric utility, telecommunications, bridge inspection, tree care, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights.

Position Summary:

The Customer Service Support role is responsible for ensuring world-class customer service for all North American customers, potential customers, vendors, dealers, partners, and anyone else contacting Time Manufacturing Company. This will be accomplished by managing all customer calls, emails, faxes, etc. being received at the corporate command center with the utmost importance and urgency. The position will be responsible for delegating tasks internally and managing said tasks to ensure the customer receives the industry leading support, quickly and accurately. This role involves critical thinking, multi-tasking, great customer service, and a professional level of communication.

Responsibilities and Duties:

Managing the Time Manufacturing Company Call center
To ensure the customer is always put first, and for the customer to know this
Directing all incoming calls, emails, etc. to the correct department or point of contact
Being well versed in the Time Manufacturing team allowing for calls, emails, etc. to be directed quickly
Position acts as the “Director of First Impressions”
Calls, emails, etc. receive the highest quality of customer service
all calls are to be answered quickly and professionally
All customer’s requests must have an initial response to the customer within the hour of receiving
The position to always be problem solving and not problem blaming
If the answer is unknown, the position is to portray knowledge and expertise and stray away from conveying the lack of knowledge to the customer or presenting that it is not in their scope of work
The position is to always be professional while giving world-class customer service
Position is to answer any questions, which can be answered, without involving other team members
Position is to delegate calls to the appropriate team member(s) that can support the customer
Position is to manage the command center tracker
All calls, emails, etc. to be logged on the tracker immediately after receiving
Tracker is to be updated as the task progresses and updates are received
Position is to report any inability to get responses and/or resolution from Time Manufacturing Team members, daily
Position is to ensure all items logged in the command center tracker are resolved, with the highest customer satisfaction, and closed
Position is to follow up with the customer as needed
If the team member delegated is unable to
Follow up is needed
Updates are obtained
Changes are needed
More information is needed
Or any other reason

Skills needed:

Candidate must be well versed in Microsoft Office, more specifically, Excel and Outlook
Candidate must be professional with an emphasis of providing world-class customer service
A background in customer service is preferred
Candidate must be a self-starter willing to learn and take on new challenges
Candidate must have great time management
Candidate must be organized, a problem solver, and comfortable with delegating tasks and holding team members responsible
Candidate must be prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service
Candidate must be able to work well with other team members to support our customers
Candidate must be punctual, and in attendance, as customer service must always be available to our customer
Candidate must be comfortable with making decisions, but at the same time, knowledgeable of when to escalate
Candidate must demonstrate critical thinking skills and effectively apply them to their work
Candidate must be able to communicate effectively and execute assigned visions or direction with precision.

Core Benefits

Competitive salary and bonus structure
Comprehensive health, dental, and vision insurance plans
401(k) with company match
Paid time off and holidays
Professional development opportunities
Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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