Beverage Service Advisor

Job Functions

• Manage customer, technicians and third-party provider relationships, being fully accountable for independent decisions.
• Professionally handle requests for service, installations, preventive equipment maintenance, qualify work to be done and issue work orders/order equipment when necessary.
• Possess the skills to communicate with both customers and service providers to coordinate repairs, replacements or part ordering while promptly following through until services are provided to our customer base.
• Learn (NetSuite) web-based and PC based systems as procedures.
• Maintain detailed, thorough and timely work logs, status reports, work order information, etc.
• Investigate customer's/sales complaints and resolve issues as quickly as possible.
• Conduct dispatch maintenance functions (i.e.: Technician communication, warranty process, part order procedures, etc.).
• Support and provide guidance to our technicians, conduct maintenance functions for parts, return trips, schedule installation and service events, and provide guidance while tech is on-site with the customer.

Qualifications

• 2+ years' experience in a customer service setting (preferably via phone).
• Associates Degree preferred, or equivalent combination of education and experience.
• Excellent written, verbal communication, attention to detail and interpersonal skills.
• Advanced Conflict management and problem-solving skills.
• Intermediate knowledge of basic Windows software applications to include Word and Excel.
• Demonstrated ability to efficiently work independently.
• Willingness to collaborate and work with a team.
• Demonstrated good decision-making skills.
• Possess minor beverage equipment repair knowledge or willing to learn and be trained.
• Willingness to participate in On-Call rotation as required (includes night, weekends and holiday rotation).
• Ability to follow and adhere to policy and procedures.
• Demonstrated ability to effectively handle multiple issues simultaneously.