Service Support Agent

Position Overview

Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we don’t have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.

Responsibilities

Customer Service

• Establish service, maintenance, contract call priorities and schedule accordingly.

• Establish positive long-term relationships with customers and key members of commercial establishments

• Assist customers on the phone, via email, and walk-ins(possibly live calls)

• Assist the retail sales in resolving customer or store issues

• Ensure that inventory is in stock before scheduling the service call and assist in ordering parts

• Ensure that direct customer relationships are positive, productive and profitable

Service Support

• Prepare reports as requested

• Take all reasonable steps possible to minimize the amount of non-billable Service Technician time

• Maintain cooperative working relationships with all company employees

• Assist in the collections process for commercial and retail work performed by the service department

• Ensure that we get the correct manufacturer warranty approvals before performing service work.

• Ensuring we invoice the correct parties, (customer, manufacturer warranty or extended warranties).

• Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.

• Forwarding service request to 3rd Party Service Providers, where we don’t have Johnson Service technicians.

• Miscellaneous office administrative duties

• Additional duties assigned as needed

• Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets

• Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities