Customer Service Specialist / Service Writer

Who We Are

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.

What You Will Be Doing

• 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.
• Maintain 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.

Primary 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.
• Maintain the cost of the job versus the invoice amount.
• Preorder parts and communicate tooling needs to Team Leaders.
• Set target dates and track jobs.

Additional Responsibilities

• Participate in required safety program, and work in a safe manner.
• Additional duties as assigned by manager.

Who We Are Looking For

• Excellent communication and customer service skills.
• A strong sense of urgency and desire to provide superior customer service with a diverse and detailed knowledge of Caterpillar products as related to service and repairs.
• The ability to take direction and work in a team environment is essential to this position as well.

Education/Experience

• Specific industry experience desired or equivalent college degree.

Required Qualifications/Skills

• Excellent communication and customer service skills.
• Diverse and detailed knowledge of Caterpillar products as related to service and repairs.
• Generally this may encompass 3-5 years 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/Skills

• Microsoft office.
• Basic Computer skills.

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.

What We Offer

• Full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.
• Competitive Pay Structure.
• Individual Bonus Opportunities Available.
• Techician Tool Allowance.
• 401k Plan Strong Company Match.
• Employee Profit Sharing.
• Financial Wellness Coaching.
• Employee Wellness Program.
• Medical, Vision, Dental Insurance.
• Prescription Drug Coverage.
• Flexible Spending Accounts.
• Short & Long Term Disability.
• Group Life Insurance.
• Personal Time Off.
• Paid Holidays.
• Paid Sick Leave.
• Career Development.
• Tuition Reimbursement.
• Ongoing Training.
• Advancement Opportunities.