Service Writer

Location: Uncasville

Overview

Our busy environment needs a person that is career-oriented and comfortable working with industrial products. Customer satisfaction means we get it done right the first time and that begins with the very first interaction. This individual needs to have a curious mind in order to best understand what the problem and timelines are that will best satisfy the customers' requirement, as well as the detailed mind for accurate documentation along with the ability to juggle multiple responsibilities on a daily basis.

What We're Looking For

We are looking for an individual with great and inquisitive customer service skills to work in an industrial environment. Ideally, the candidate will be comfortable and proficient with Windows-based applications, specifically Quick Books (or other manufacturing applications) and Windows office applications. This person will be a quick learner and will work well with office and shop individuals, as well as our clients and will often be the "face of the company" to our clients.

Responsibilities in Brief

* Interfacing with customers to assist and advise them on service requirements for their systems and components

* Following all jobs through the repair process, updating customers as required to ensure customer satisfaction in a timely manner

* Preparing estimates, quotes and ensuring all invoices are accurately and timely generated

Responsibilities in Detail

* Engage with customers when they call, email or walk in for service

* Demonstrate a care for the customers' problem with a genuine curiosity that ensures understanding

* Look-up and add customers in to computer system with detailed precision

* Estimate costs for the customer with online tool and go over with client in detail

* Be quick to act as multiple responsibilities and customers may require help in rapid order

* Manage time in a manner in which allows for all tasks to be completed accurately

* Assist customer with receiving components and systems including the ability to lift up to 50lbs

* Ability to learn how to use requisite tools (e.g., cranes, jacks, cameras)

* Prioritize job requirements and matching them to the needs and timelines of customers

* Interface effectively with Shop Foreman and Parts Manager to develop accurate quotes

* Communicate quotes to customers with care and professionalism in a timely manner in the manner that best suits the customer (e.g., email, telephone, text)

* Follow-up on all quotes to ensure commitments from customer on what are the next steps

* Keep customers informed of any delays or problems that may arise to minimize dissatisfaction

* Close-out completed jobs and ensure that invoices are accurately priced and all appropriate parts and labor cost are applied

* Take payments from COD customers

* Communicate clearly our best practices and policies to reduce any confusion up front

Requirements

* Proven experience working in a customer-facing service role with industrial products

* Experience working with Windows applications (Excel and Outlook are key) and ERP applications (preferably Quick Books for Manufacturing)

* Comfortable working in an environment that combines shop and office

* Dress appropriately for the job

* Punctual and with a good, stable work history

* A sincere desire to solve problems for customers

* Good at math with analytical abilities

* Physical stamina and strength to lift heavy (up to 50lbs) items

* High school diploma or equivalent; completion of vocational training or an apprenticeship will be an asset