Service Support Specialist

Service Support Specialist

Job Classification: Non-Exempt, Full-time

Reports To: Customer Service Manager

Position Purpose:

Performs as a liaison between customers and McElroy’s staff. Maintains favorable customer relations through proper handling of customer inquiries, exercises discretionary judgment and initiative regarding problems and inquiries within the limits of policies, procedures and training. This position is responsible for a variety of customer service needs that may arise in the course of business, including expansion and growth.

Job Duties:

1. Dispatch - Responsible for customer service needs either in person or on the telephone. Light scheduling & dispatching. Handles emergency calls with professionalism and communicates closely with service technicians to make sure customers’ needs are met in a timely manner.

2. Works closely with other department heads and employees to ensure quality customer service. Supports other Customer Service employees by assisting them with scheduling calls and making sure the call boards are kept current. Assists the Receptionist by handling purchases from the parts department and answering telephone calls as needed.

3. Responsible for other customer service duties in addition to responding to telephone calls. This includes the following:

• Responsible for scheduling maintenance and service calls with customers.
• Assists in the selling of parts and supplies to clients when they come into the office, as needed.
• Communicates difficult customer service issues and delays to Customer Service Manager and Service Managers.

4. Responsible for and/or assist with various other duties, which include:

• Scan, fax and e-mail documents
• Keep documentation updated
• Research service calls when necessary
• Other duties as assigned

Qualifications:

• High School Diploma or GED required
• Associate's degree in business field or equivalent from a two-year college or technical school is preferred

Knowledge:

• Microsoft Word, Excel, Outlook software
• General office skills such as filing, and data entry

Experience:

• 2 years customer service experience
• 1-2 years office administration experience

Skills and abilities:

• Customer service skills
• Time management skills
• Verbal and written communication skills
• Attention to detail
• Analytical skills and problem-solving abilities
• Work well in a team environment
• Able to maintain confidential information
• Managing competing demands
• Deal with delays or unexpected events
• Must be able to multitask

Disclaimers:

Physical Demands: Exerts up to 10 pounds of force occasionally, and/or a negligible amount of force frequently. Involves sitting most of the time but may involve walking or standing.

Work Environment: Normal office environment with little discomfort due to such factors as noise, heat, dust, or other adverse factors.

Other: Additional duties and responsibilities may be added to this job description at any time. This job description does not state or imply that these are the only activities to be performed by the employee(s) occupying this position.

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of the person in this position.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

McElroy’s Inc. is an employer-at-will company.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Are you able to work a set schedule Monday - Friday 8am-5pm?
• Describe your attendance history at your most recent job. Please provide a work reference who can verify this information.

Experience:

• Office: 1 year (Required)

Work Location: In person