Job Description
Job Description
Job Description:
We are seeking customer-focused and technically inclined professionals to join a growing Service Operations and Technical Support team supporting a Fortune 300 organization. This team serves as the primary communication bridge between customers, field service technicians, and internal support teams by coordinating service appointments, managing scheduling updates, and providing frontline technical support.
In this role, you will proactively engage customers regarding service visits while also assisting with basic technical troubleshooting related to equipment installation, product applications, dispensing systems, automated controllers, and cleaning and sanitation solutions. This is an exciting opportunity to join a newly established, high-visibility team that is rapidly expanding and expected to evolve into broader customer service and technical support functions over time.
Key Responsibilities:
Coordinate customer scheduling activities through outbound calls regarding service appointments, technician availability, and schedule changes.
Partner with internal departments and field service teams to resolve scheduling conflicts and ensure efficient service delivery.
Provide exceptional customer service while acting as a primary point of contact for customer inquiries.
Deliver frontline telephone technical support through the Technical Service Call Center.
Answer basic technical questions regarding equipment installation, product applications, and cleaning and sanitation processes.
Troubleshoot and assist customers with automated controllers, chemical calibrations, and dispensing equipment.
Develop working knowledge of pool pumps, filters, circulation systems, dishmachine parts, and related service equipment.
Provide equipment and replacement part recommendations, including identifying and communicating appropriate part numbers.
Communicate with Technical Service personnel regarding equipment changes, part updates, and product specifications.
Document customer interactions, technical troubleshooting activities, and service information within internal systems.
Develop proficiency in proprietary software platforms and commercially available business systems.
Support service operations projects, process improvement initiatives, and cross-functional programs.
Participate in training opportunities to expand technical knowledge and service capabilities.
Perform additional responsibilities as assigned by team leads, supervisors, or management.
Qualifications:
Associate's degree and 1+ year of professional experience OR Bachelor's degree in a related field.
1+ year of experience in customer service, technical support, call center, service desk, help desk, or field service support environments.
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical customers.
Experience handling a high volume of inbound and outbound customer interactions.
Excellent customer service, relationship-building, and conflict-resolution skills.
Strong problem-solving and troubleshooting abilities.
Ability to multitask across multiple systems while maintaining attention to detail.
Strong organizational skills and ability to prioritize competing responsibilities.
Experience documenting customer interactions and work activities within business systems.
Proficiency with Microsoft Office Suite and other business applications.
Ability to work effectively in a fast-paced, evolving environment.
Willingness and aptitude to learn technical concepts, products, equipment, and software platforms.
Final interviews as soon as next Wednesday!