Parts Management Agent

Job Description

JOB DETAILS

REQUIREMENTS

• H. S. diploma
• 3 yrs in call center or help desk experience
• 3 years experience with Customer Service (good writing skills, communication, and being an active listener)

RESPONSIBILITIES

• Opens, monitors and reacts to workorders in eMaintech.
• Understands and uses eMaintech, and well as other customer ticketing systems Microsoft Outlook, and our client’s phone system effectively
• Acknowledges Customer tickets upon opening
• Verifies accuracy of opening information with customer
• Assesses new Work Orders (WO) and, with the help of eSR, assigns WO to individual field engineers as well as TOC2 or TOC3 as necessary
• Orders parts for Parts Only WO
• Obtains tracking information from logistics & purchasing and posts it in eMaintech (eMT) and communicates same to customer
• Takes ownership and oversees entire process from beginning to end for desktop WO.
• Takes ownership of labor only WO requiring Labor on Demand (LOD)
• Opens tickets for LOD work orders with appropriate vendor
• Coordinates technician site visits with customers and vendors
• Updates eMaintech with timely, accurate, and unambiguous information (including time stamps)
• As needed, communicates with customers, subcontractors, partners and our other client’s personnel
• Monitors email traffic to identify actionable emails
• Follows TOC guidelines for marking and tracking emails
• Represents our client in a positive and professional manner
• Develops and uses excellent interdepartmental working skills to satisfy clients and achieve company goals
• Offers constructive criticism and solutions to improve company performance and increase customer satisfaction
• Identifies wasteful or inefficient practices and other unnecessary expenses
• Strives to prevent Escalations and other negative service call experiences; voluntarily assists team to mitigate customer service issues
• Recognizes situations requiring a service call escalation and follows proper escalation procedures
• Performs all duties as assigned by management

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