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Account Customer Representative
Job Opportunity at
Integrated Talent Solutions
Posted on Dec 30
We are looking for a customer service oriented Help Desk specialist to provide technical support to our customers and/or to third party service organizations in an efficient and accurate manner. You will be considered as the company's front line and you will solve basic technical problems and provide support relating to commercial cooking equipment. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Essential Duties and Responsibilities
Receives telephone calls from end-users reporting equipment service problems and assists user in solving problems by phone when possible.
Schedules the service call with third-party service agency when user problem cannot be corrected by phone.
Provides telephone assistance to third-party service agency personnel performing field service or repair.
Logs all service calls, including third-party service calls, for follow-up and service history purposes.
Facilitates shipment of repair parts to end-user or third-party service agency, as required, and completes all associated paperwork as required to ensure proper billing, costs accounting, and inventory control.
Performs all job activities in accordance with training, work instructions, and established company procedures.
Maintains work area and files in a neat and orderly manner.
Escalate customer problems concerning the organizations' commercial food appliances or facility as per department procedures.
Limited travel to customer locations to perform field repairs and/or upgrades to food service equipment. Ability to be out on the road for 1 to 2 days at a time.
Provide limited online training to customers and servicers as required.
Other related duties may be assigned i.e., minimal field work, training seminars, etc.
Knowledge of the company's products and/or food service equipment is helpful.
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
- Balances team and individual responsibilities; Exhibits objectivity and openness to others'views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Assess own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with other.
Education and/or Experience
Associates' degree or equivalent from two-year college or technical school; or one-year mechanical and/or electronic engineering related experience.
Three years in a customer service environment i.e., help desk, call center, etc. and/or training; or equivalent combination of education and experience.
Equipment and Applications
Working knowledge of personal computer utilizing Microsoft Excel, Word, PowerPoint and Outlook software. Knowledge of Sage 100, Sage CRM, SolidWorks or SolidWorks Composer and Adobe Creative Suite and database programs is helpful.
Use of digital voltmeters, digital temperature meters, manometers and data gathering equipment would be helpful.
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