GMC Customer Support Reprepresentative

About the role

The Customer Support Temp is the mediator between the customer and the manufacturer. Their mission is to meet the needs and concerns of customers by providing empathetic, calming, resourceful, and outstanding customer service.

Responsibilities

• Assist in coordinating onsite visits, or repairs with HVAC Dealers, or contractors.
• Provide excellent customer service via phones and email (homeowners, distributors, dealers).
• Respond promptly to correspondence via phone, fax, mail, and email.
• Perform data entry, review, process, file, and maintain documents.
• Locate HVAC dealers/contractors and dispatch work orders.
• Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures.
• Identify and suggest process improvement opportunities.
• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
• Escalate matters of concern/urgency to immediate team lead or manager.
• Perform other duties as assigned.

Requirements

• Takes direction from lead.
• Works within well-defined instructions.
• Understands warranties and has basic product knowledge.
• Must have ability to diffuse an upset caller.
• Absolutely must have the ability to handle calls in a timely manner.
• Effective communication skills - articulation, pronunciation, and proper grammar are a must.
• Strong intellect and aptitude desired, along with ability to manage multiple and varied activities.
• Adequate organizational and time management skills with ability to prioritize.
• Adequate attention to detail and accuracy of work.
• An analytical skill including ability to interpret information and make sound recommendations.
• Must have the ability to work in a cross-functional capacity with internal and external teams.
• Working knowledge of internet applications as well as data entry, Microsoft Excel, and Word.
• Ability to multi-task and handle a fast-paced environment.
• Familiar working with general office equipment – Fax, Multi-line phone, copier, and document scanning.
• To report to work per assigned schedule and complete work within assigned time lines.
• Knowledge of warranty processes.
• Knowledge of HVAC products is strongly preferred.

Experience

• 1 – 3 years of progressive experience in related field (warranty processes and preferably within HVAC industry).
• 5 plus years of customer service experience.

Education

• A high school diploma or GED equivalent and familiarity with finance, accounting, and statistics are desirable.

Physical Requirements/Work Environment

• Must be able to perform essential responsibilities with or without reasonable accommodations.