Now Hiring - Global GRAB Technologies, Inc. - Professional Services Customer Support Representative in Franklin, TN

Full description of the position

JOB DESCRIPTION Position Summary The Customer Support Representative is responsible for coordinating with procurement on material cost and lead times, and communication required to properly complete parts and repair proposals as contracted by GGTs clients. The Customer Support Representative will ensure that all administrative requirements are completed in a timely manner and that technical questions are received and forwarded to the Service Support Team to be addressed. This position will also prepare supporting documentation for client invoices and handling client payments. Specifications * Associate's degree or Bachelor's degree in Business or Communications preferred Skills * Knowledge of sales database/ CRM systems preferred * Knowledge of service management processes preferred * Excellent telephonic communication and client relations skills * Ability to organize multiple concurrent projects/ processes and diligently execute daily actions * Highly effective verbal and interpersonal communication skills * Ability to work effectively as part of a team * Ability to communicate effectively with employees and supervisors Experience * 3 or more years of overall customer support experience is required * 2 or more years of experience in a professional office environment is preferred Key Competencies * Customer Service Orientation: interacts positively and politely with internal and external customers; asks questions to effectively identify underlying needs and efficiently addresses those needs; prioritizes customer needs and regularly initiates communications with customers to ensure customer awareness and satisfaction * Problem Solver: able to identify root problems and root causes; applies reason and logic to problem solving; anticipates problems and proactively addresses them; gathers information before making a decision; develops and leads a team approach to solving problems where appropriate; raises problems as appropriate to supervisor * Effective Communicator: listens effectively; communicates ideas and concepts effectively both orally and in writing; speaks and writes clearly, succinctly, professionally, and appropriately to a variety of audiences * Effectively Prioritizes: effectively prioritizes multiples tasks and projects by balancing importance and immediacy; takes an orderly and logical approach to tasks, processes, projects, and planning; creates detailed action plans; able to handle multiple tasks and priorities; keeps data organized and quickly accessible * Thoroughness/Attention to Detail: ensures that work is complete, accurate, and professionally presented; notices small details, verifies and ensures the accuracy of data, double-checks work, and avoids repetitive errors; organizes materials in a logical and easy to understand manner; timely completes projects and tasks; strives for continuous improvement; follows-up Key Responsibilities and Essential Functions * Coordinate proposals provided by GGT * Receive, review, and file service reports in CRM and deliver/transmit approved version to customers * Maintain a database of client POC information, equipment, previous repairs, as-built drawings, and open requests * Coordinate with A/R to ensure accurate invoices are submitted to clients with all required supporting documentation * Coordinate with A/P to approve subcontractor invoices for payment * Provide administrative support to GGT Service Specialists during preventive maintenance visits by coordinating support from Purchasing, Accounting, Service Management, and Engineering when required. * Solicit client feedback as part of the Service Department's Customer Satisfaction Program * Operates from a "customer-first" approach to maintain a high level of satisfaction from internal and external customers; establishes and maintains effective relationships with internal and external customers and gains trust and respect. Additional Responsibilities * Operates with a high degree of integrity in the performance of duties to foster good working relationships and a spirit of teamwork to accomplish job goals * Performs all tasks in a safe and efficient manner to protect self, others, products, materials, and other Company assets from harm. * Performs other related tasks as assigned by supervisor to contribute to the overall efficient operation and continuous process improvement of the company * Possesses ability to learn new concepts quickly, understanding how things work, using experiences from successes and failures, and incorporating new ideas to generate better solutions. * Possesses keen ability to solve problems using effective root cause analysis to ensure effective solutions are implemented. * Pursues work in a manner that establishes and builds trust and integrity by working in an open, truthful, and ethical manner. * Must be able to work towards a goal individually to meet or exceed expectations set by management or client. Working Conditions * Normal office conditions with minimal change in temperature, minimal exposure to dusts and fumes, and typical office noise levels Physical/Mental Requirements * Remain in a sedentary position for prolonged periods of time at a workstation * Manual dexterity involving telephone, keyboard, and other office machine operations * Visual acuity when reviewing written information via documents or computer * Lift and transport office items up to 15 lbs. such as a laptop computer, files, etc. * Mobility to frequent other areas of the office such as offices and meeting rooms * Calculate and synthesize information into summaries, quantities, and values * Moderate stress when handling multiple priorities and numerous tasks Department Service Position Title: Customer Support Representative Reports To Service Manager Job Type: Full-time Pay: $45,000.00 - $50,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Life insurance * Vision insurance Schedule: * Monday to Friday Education: * Associate (Required) Experience: * Customer Support: 3 years (Required) Ability to Commute: * Franklin, TN 37067 (Required) Work Location: In person