Job Title: Service Administrator
As a Service Administrator, you will be the first point of contact with customers. This is an excellent opportunity to promote quality customer service and assist with increasing business within your location.
Key Responsibilities:
* Serves as the first point of contact with customers either on the phone or in-person, developing positive relationships with key customers.
* Assesses customer needs and gathers pertinent information.
* Creates basic work orders in appropriate systems.
* Provides status updates to customers, as requested.
Our ideal candidate has strong financial acumen - they can interpret and apply understanding of key financial indicators to make better business decisions.
The successful candidate must also have excellent communication skills - they can develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
We are looking for someone who can build strong customer relationships and deliver customer-centric solutions.
A highly organized individual who can provide direction, delegate tasks, and remove obstacles to get work done is essential.
Someone who can instill trust by being honest, integrity-driven, and authentic is perfect for this role.
Conflict resolution is also a key skill for this position - the ability to handle conflict situations effectively with minimal disruption is crucial.
Technical skills required include diagnosing issues using guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and computer software to isolate failed components to enable a successful repair.
Validating repairs by duplicating complaints to ensure they have been resolved is also a critical function.
Accurate documentation of results of troubleshooting in business systems is also essential for payment and historical tracking purposes.
Effective use of electronic service toolsets to maintain products or diagnose issues is necessary.
The ability to interpret electronic tool results or recommendations to determine next steps for service resolution is critical.
Capturing specific data using required service tools and following procedures to document required information in the service management system is vital.
Elevating technical issues to higher levels of expertise while balancing timeliness of customer response with investigation efforts is also required.
Seamless transitions and accurate response to ticket resolution in a timely manner are essential.
Finally, analyzing customer issues to verify root cause of failure and associated progressive damage using Cummins published service information is necessary.
Interpreting warranty administration manuals to determine eligibility for coverage and claim requirements is also a critical function.
Identifying items associated with repair that can be covered and communicating with stakeholders is essential.
Claiming accurately in the appropriate system using proper documentation and requirements to receive settlement is vital.