We are excited and are looking for motivated, organized professional to join our team!
The Customer Service Representative will support the Products' Team!
Job Description
POSITION DUTIES
The following are the main responsibilities for this position:
· Log and complete all quotes, including Home Modifications, in Spire-ERP
· Coordinate / Manager Home Modifications Project Managers and Client / OT Relationships
· Create sales orders in Spire-ERP and print as per order taking procedure(s)
· Keep track of sales and correspondence
· Keep customers and/or referral sources informed on order status
· REQ forms filled and sent to purchaser
· Log all confirmed orders in confirmation email and deliver as per the ETA indicated by Sales Reps
· Offer product knowledge answers to referral sources when they call
· Take product inquiry questions over the phone, communicate with purchasers
· Submit all ADP application forms to appropriate offices to receive payment in a timely manner
· Keep track of all ADP sales to ensure prompt payment
· Log and account for all loaner equipment that is out on loan/trials including hard ADP’s bi-weekly
· Follow up with sales representative, referral source and clients regarding the status of their loaner equipment
· Collect payment from POA
· Log and account for all loaner equipment removed by Sales Representative
· Create rental orders for clients/referral sources.
· Follow up with all OT/client calls/inquiries within 3 hours with an action on their request
· Answer all voicemails and emails by end of day
· Create and update procedures on tasks relating to the duties of this position
· Enforce and adhere to the codes of the company's Business Code of Conduct
· Follow up on all customer complaints within 24 hours informing the Sales Representative and Products Manager of the complaint so chronic issues can be dealt with at the management level
· Schedule and complete regular follow up phone calls with all customers on a bi-weekly basis to identify any service issues and develop action plans to address these issues working in collaboration with the Sales Manager and the Operations Director
· Follow up on backordered items
· Develop, maintain, and monitor a log of customer complaints and discuss actions and trends with the Production Manager monthly.
· Assist in development and improvement of Customer Management methodologies to ensure client satisfaction and maintain and grow the existing client base.
· Other duties as assigned
DEPARTMENTAL CROSS TRAINING POSITION DUTIES
- Cross Training of the other CSR Positions to ensure coverage during team absences
Logistics CSR:
· Daily Driver / Delivery Route Mapping
· Phone calls to clients to schedule / confirm delivery and pick up window times
· Create Daily Driver Run Sheets (Delivery Schedule) for AGTA Drivers, Couriers, Service Techs
Home Modifications CSR:
· Log and complete all quotes, including Home Modifications, in Spire-ERP
· Coordinate and manage the Home Modifications Project Managers and Client / OT Relationships
· Manage Home Modifications Tracking Spreadsheets (Quotes Tracker + Jobs in Progress), including recommending improvements to develop / improve efficiencies
· Follow up with all OT/client calls/inquiries within 3 hours with an action on their request
· Log all confirmed orders in confirmation email and deliver as per the ETA indicated by Sales Reps
Service Department CSR:
- Customer Intake and Customer Invoicing
- Attain basic and intermediate level service product knowledge, ie. parts, basic troubleshooting on products, etc.
- Take service calls over the phone and simultaneously create an email service work order so that the service request is documented.
- Identify daily service calls for our technician(s) to complete.
- Communicate via daily beginning and end of day meetings with the technician(s) on what is required on each call.
- Follow up with our technician(s) during the day so that their progress is as scheduled.
- Review the paperwork our technician(s) return with so that their diagnosis is clear and we understand what the required next steps are.
- Request parts prices and ETA from purchasing in order to put service repair quotes together.
- Create service quotes.
- Submit service quotes to clients and funding sources for approval.
- Follow up with clients and Funding Sources so that service quotes do not become stale.
- Invoice RECEIVE PAYMENT on approved service quotes BEFORE parts are ordered.
- Once parts arrive, schedule the service call to be completed.
- Send all invoicing and payment documentation to accounting dept.
- Perform any service related duty that may be required in order to ensure the proper functioning of the service department.
- Become familiar with Service and Repair processes
- Ensure payment from customer before Service Technician is dispatched
- Coordination throughout the day of Service Technicians (location, customer issues, ensure clear direction)
- After 6 months, learn simple troubleshooting over the phone to help diagnose initial client calls
Sales Support CSR:
- Learn the ADP Equipment Process for Wheelchairs, Power Chairs, Scooters, Rollators
- Be able to invoice ADP files (75% / 25%) Customer Split using ADP Codes from the ADP Manual
This post is for an existing vacancy.
Any suspicious fraudulent job posts may be reported to our HR Department.
Our Organization is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants’ disability-related accessibility needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation in order to participate in our recruitment process, kindly contact our HR Department.
Job Type: Full-time
Pay: $45,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- Vision care
Experience:
- Customer service: 1 year (required)
Work Location: In person
