The customer service counter representative is responsible for exceeding customer expectations through filling sales orders and completing service calls. Daily duties include creating and filling sales orders for parts and supplies, opening, fulfilling, and closing service calls, communicating with customers and other employees, properly documenting activities, and following up on repairs, deliveries and billings. This position also involves driving equipment between our San Diego and Long Beach offices as well as making customer deliveries and pick-ups as necessary. This is a customer focused, detail oriented position that is integral to the service side of our operations. This is a full time, hourly position with overtime, nights, and weekend work as necessary. Communication, organizational skills and the ability to pay close attention to details are necessary skills for this position.
Primary Duties and Responsibilities
Maintains the highest level of customer satisfaction by providing excellent customer service to all customers, via email, telephone and in person
Takes inbound calls and emails from both customers and other SDCR employees to create and then fulfill sales and service orders for parts and supplies
Processes and evaluates information received and prioritizes calls
Manages the technician replacement fulfillment program
Opens service calls and checks in all equipment that comes into the depot repair shop
Lifts and moves equipment around the repair shop and warehouse
Completes depot service calls by fulfilling advance replacement orders for parts or full units
Follows up on all advance replacement deliveries to ensure both delivery of replacement and arranges return of defective equipment
Takes phone calls and returns voicemails for customers regarding parts and supplies orders, service call information, repairs, shipment information, return equipment information, payments and general inquiries
Makes outbound calls regarding sales orders and service calls
Uses the UPS portal to order call tags and track equipment delivery and return
Follows up on all shipments to ensure delivery
Drives equipment between the San Diego office to the Long Beach offices multiple times per week, and additionally under special circumstances
Makes special deliveries and pick-ups to customers as needed
Loading and unloading equipment
Conduct follow up with customer to determine satisfaction with our service.
Data entry, office duties, and other administrative functions as they arise.
Education – high school diploma or technical training, or equivalent combination of education and technical experience required
Technical Experience in a POS service environment a plus
Experience and Skills
High School Diploma or General Educational Development (GED) certificate.
Some college preferred
Previous customer service and/or call center experience preferred.
Excellent interpersonal, written, and oral communication skills.
Must present a professional & confident demeanor on the phone and in person.
Must have detail oriented record keeping skills
Must hold a valid CA driver’s license
Must have an acceptable driving record at time of hire
Bi-lingual (Spanish) a plus.
Ability to maintain the highest level of professionalism
Proficient personal computer skills, including Microsoft Office.
Ability to think clearly and act quickly.
Ability to work in a team environment.
Ability to work in a multi-tasked environment.
Ability to prioritize and organize work.
Ability to adapt to a flexible schedule.
Ability to lift, push and pull up to 50 lbs.
Restaurant and or POS experience a plus, but not required.
Job Type: Full-time
Pay: $20.00 – $22.00 per hour
Paid time off
8 hour shift
COVID-19 considerations:We are following all of the guidelines outlined by the CDC and our corporate office to keep both our employees and customers safe.
High school or equivalent (Preferred)
Work Location: One location