Customer Service Specialist / Service Writer

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

About the role

As the Customer Service Specialist (on-site), you will be essential in ensuring proper communication within the Machine Service Center as well as with customers, both internal and external. You will serve as the initial contact for customer shop repairs, quote and schedule jobs, and track their progress. Your goal is to ensure customer satisfaction.

Responsibilities

• Quote machine repairs.
• Act as the initial contact for customers and communicate with them regarding their repairs.
• Manage jobs by opening, closing, tracking, and scheduling as needed.
• Monitor the cost of the job versus the invoice amount.
• Preorder parts and communicate tooling needs to Team Leaders.
• Meet and maintain company metrics in service performance.
• Participate in required safety programs and work in a safe manner.
• Additional duties as assigned by manager.

Requirements

• Excellent communication and customer service skills.
• Diverse and detailed knowledge of Caterpillar products as related to service and repairs (typically 3-5 years of experience with troubleshooting and repairs).
• PC skills.
• At least two (2) years assisting customers with accounts in person and over the phone.
• Experience prioritizing work flows that have fluid demands.
• Extremely organized.

Preferred Qualifications

• Microsoft Office.
• Basic computer skills.

Values

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal Candidates Will Demonstrate The Following Values

• Acting in a safe manner.
• Exhibiting honesty and integrity.
• Acting in a fair and ethical manner.
• Team mentality.
• Delivering quality results.
• Embracing change and improvement.
• Exhibiting superior customer service skills.
• Exhibiting pride and ownership.
• Working with a sense of urgency.
• Exhibiting a winning attitude.

Benefits

• Competitive Pay Structure:
  • Competitive pay.
  • Individual bonus opportunities available.
  • Technician tool allowance.
• Retirement & Financial Wellness:
  • 401k plan with strong company match.
  • Employee profit sharing.
  • Financial wellness coaching.
• Employee Wellness Program:
  • Medical, vision, and dental insurance.
  • Prescription drug coverage.
  • Flexible spending accounts.
  • Short and long-term disability.
  • Group life insurance.
• Personal Time Off:
  • Paid holidays.
  • Paid sick leave.
• Career Development:
  • Tuition reimbursement.
  • Ongoing training.
  • Advancement opportunities.