Service Contracts Specialist

About the role

Fully support a sales region or branch territory on all service contract opportunities. Serve as the single point of contact to ensure a personalized support model. Learn new technology and participate in process improvement initiatives. Work closely with team members to create a dynamic service experience, become cross-trained in all service contract support functions, and handle outgoing customer calls and internal requests via Salesforce.com and email.

Responsibilities

• Make a high volume of service contract calls to customers for service agreement conversion (T&M to Service Agreement, upgrading service agreements).
• Accountable for interpretation and processing accuracy while entering data into the ERP system.
• Maintain standards of quality and productivity for all transactions.
• Research and assist branch personnel and key account managers with service contract requests.
• Review service agreements to ensure correct zones, volumes, and preventive maintenance schedules are represented.
• Fully support sales teams and branches as the single point of contact for service contract requests.
• Backup other team members in their absence.
• Execute orders, credits, returns, and customer emails upon request.
• Handle customer calls regarding service contracts, order placement, and general inquiries.
• Work independently and in teams to meet and exceed department KPIs and metrics.
• Perform all other duties as required.

Requirements

• Bachelor’s degree preferred but will consider candidates with customer contact experience.
• Excellent PC skills, including Salesforce.com and all Microsoft applications.
• Drive and desire to provide world-class service.
• High energy level; comfortable performing multifaceted projects alongside day-to-day activities.
• Excellent influencing, analytical, and problem-solving skills; ability to multi-task in a fast-paced environment.
• Ability to establish credibility, be decisive, and recognize and support the organization's preferences and priorities.
• Results- and people-oriented with sound judgment—ability to balance business considerations.
• Team player—able to work in a matrix organization.
• Strong verbal and written communication skills; ability to explain complex issues clearly.
• Strong attention to detail—able to proof their own work and the work of others.
• Proficient keyboarding skills; familiar with Excel, Word, Outlook, and internet search engines.
• Ability to handle problems involving several concrete variables in standardized situations.
• Excellent communication skills for conveying benefits to customers.
• Personable, approachable, and able to work easily with others at all levels.
• Extroverted and positive personality, even in challenging situations.
• Adaptable to changes in technology and processes.

Work Environment

Office environment; must be able to perform frequent repetitive tasks and sit at or stand and operate a computer for 85% of the day. The employee must occasionally lift up to 25 pounds (storage boxes).