POSITION PURPOSE:

The Customer Service Advisor is the key link between service team members and customers, providing day to-day oversight, direction, interaction and support to the Service Department within the assigned location. Ensures all Briggs Equipment standards are adhered to and executed consistent with company direction.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Dispatch, assign and monitor Technicians to service calls based on technical certification levels and/or skillset and proactively communicate with external customers to update technicians scheduling, service repair completions, quotations or delays

Monitor the progress and productivity of technicians on a weekly and monthly basis using the business system tools provided

Verify unit information and repair description submitted by external customers for Technicians to efficiently order parts required to complete repair

Communicate with customers when additional product support opportunities are identified by technicians and secure approval to proceed with quotation and or completion

Request purchase orders from external purchase order required customers for service repair payment

Issue Purchase Orders to vendors for supplies and sublet labor expense for repairs to the customer and enter the item on service repair order for Accounts Payable

Ensure execution from beginning to end of Operational Maintenance, Guaranteed Maintenance and Long Term Maintenance Agreement services, to include internal and external customer billing and preparing / submitting necessary reporting for accounts

Verify van maintenance schedules and tracking by VIN and technician ID to ensure service van fleet is fully operational

Review inactive service repair orders to avoid delays in repairs or invoicing

Ensure repairs, time posting and work orders are accurately completed to meet department key performance indicator (KPI) metrics

CUSTOMER SERVICE ADVISOR

Partner with the Service Department leadership to coach underperforming technicians to achieve performance improvement

Support sales team members with quote preparation and tracking of service-related work

Partner with cross functional partners (Sales, Rental, Parts, etc.) to ensure the service department is in alignment with the Organization in all processes and direction, including but not limited to Accounts Receivable and Accounts Payable

Answer and respond to general phone and email inquiries.

Perform other related duties as assigned

MINIMUM QUALIFICATIONS

Basic Knowledge and Competencies

Excellent customer service and multi-tasking skills```{=html}

```- Strong communication skills with ability to work between the technician(s) and the customer(s) to ensure jobs are completed with accuracy and on time

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```- High attention to detail, to include precise data entry

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```- Ability to work with a high sense of urgency in a dynamic, fast-paced environment

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```- Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards and reports that apply to service operations

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```- Ability to work with minimal supervision and with the company systems

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```- Proficient in all MS Office products, including Word, Excel and PowerPoint Previous Experience/Education

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```- High school diploma required

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```- Technical school and/or college degree preferred

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```- 5+ years of customer service, operations, or similar work experience preferred

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```- Prior experience in processing service orders, invoices, purchase orders, budget expense tracking and payroll preparation preferred

PHYSICAL REQUIREMENTS

Prolonged sitting```{=html}

```- Ability to lift up to 40 pounds

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```- Working conditions a e normal for an office environment

Job Type: Full-time

Benefits:

401(k)Dental insuranceHealth insurancePaid time offTuition reimbursementVision insuranceShift:

8 hour shiftDay shiftNo nightsWork Days:

Monday to FridayRotating weekendsAbility to Relocate:

New Braunfels, TX 78132: Relocate before starting work (Required)Work Location: In person

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