Technical Customer Service Representative

JOB DESCRIPTION

POSITION TITLE:

Customer Service Representative

DEPARTMENT:

SERVICE

SUPERVISOR:

SERVICE MANAGER

FLSA STATUS:

SALARY EXEMPT

About us:

Embracing over 30 years in the Air and Gas Compressor industry, BOSS Industries development team is setting a new standard in compressor technology. The quality, design and service of our products has paved the way to success and accolades, plus our innovations have given us the ability to increase efficiency, productivity, and most of all, our willingness to stop at nothing to meet our clients’ needs. BOSS Industries, LLC is a privately held company but with a family style atmosphere and culture. We are pleased to find our employee retention is one of the highest in La Porte County.

Position Overview:

This service professional will be responsible for providing support for customer service-related field issues, in-house service, and customer warranty support. They resolve product or service problems by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Primary customer support will be conducted over phone, email, and other forms of communication from corporate office. Although intent is to resolve all customer issues immediately, certain scenarios require localized customer field visits from time to time. This position will on occasion require localized travel to field locations to assist customers with equipment and fulfill warranty work. Customer Service Representative will document and maintain all records of support for future service and training purposes.

Essential Duties and Responsibilities:

• Handles customer phone and email requests in a thorough, timely, and professional manner.
• Creates and maintains customer service records to document suspected issues, along with root cause, and the fix implemented.
• Process orders in BOSS ERP system for any parts required for Service calls.
• The position is be empowered to work along with Service Manager and associated Regional Sales Managers to make decisions striving for customer satisfaction while being cognizant of the best interest of BOSS Industries.
• Occasionally localized travel is required.
• Assist in the evaluation and repair of customer returned products.

Qualifications / Competencies / Position Requirements:

Knowledge, Skills, and Abilities:

• Self -Motivated, coachable, and eager to learn.
• Oral, written, and telephone skills with strong interpersonal skills.
• Electrical and mechanical aptitude for learning system functionality.
• Proficient in Microsoft office & PDF. Minimum 40 WPM.
• Ability to work proficiently with hand and power tools.

Education and Experience:

• Requires High School Diploma or equivalent required.
• Air Compressor or small engine experience a plus.
• Multi-line phone console experience a plus.
• ERP system (MAS200, Sage, etc.) experience a plus.

Salary and Benefits:

• Salary will be commensurate with experience.
• Health Insurance (Medical, Dental & Vision).
• Retirement Plan 401(k) Traditional and/or Roth Company Match.
• Paid Time Off (Vacation, Sick, and Holidays).
• Company Paid Life Insurance with AD&D.
• Excellent training and development.

Travel:

• Occasional localized travel

Screening Requirements:

• Offers are contingent upon a completed motor vehicle report confirming an insurable driving record, successfully passed a pre-employment drug screening, and passed a criminal background check.
• Position is subject to random drug and alcohol screening.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• La Porte, IN 46350: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Support & Client Services Occupations: 1 year (Preferred)

Work Location: One location

Salary : $40,000 - $-1