Service Customer Care Representative
Role Overview
The purpose of this role is to ensure a high level of customer satisfaction by providing timely and accurate support in aftermarket services and invoicing. As well as being responsible for assisting both customers and Service Technicians by processing service requests efficiently and monitoring compliance with relevant procedures.
This role plays a key part in supporting the day-to-day operations of the Service Department by serving as the first point of contact for stakeholders and providing support and solutions to enhance the overall service delivery and customer experience.
Key Skills for This Role
Full Job Posting
About the Role
The purpose of this role is to ensure a high level of customer satisfaction by providing timely and accurate support in aftermarket services and invoicing. As well as being responsible for assisting both customers and Service Technicians by processing service requests efficiently and monitoring compliance with relevant procedures.
This role plays a key part in supporting the day-to-day operations of the Service Department by serving as the first point of contact for stakeholders and providing support and solutions to enhance the overall service delivery and customer experience.
Responsibilities & Duties
- Receive and enter service and maintenance requests into the system.
- Assign, communicate job details to, and dispatch field-based Service Technicians based on location, skill and schedules.
- Process repair details for company and customer-owned equipment into Crown's systems.
- Coordinate PM Service Work and Service Follow-Up Work for Field Service Technicians, as well as coordinate and distribute workshop repairs.
- Collect, verify, and enter work order details including repairs, parts, labour, and payroll hours into Crown's systems.
- Enter and update maintenance agreements in Crown's systems for servicing and billing.
- Maintain GPS data and field-based Service Technicians landmarks to maintain travel, clocking, lunch breaks, overtime, and labour hours.
- Communicate and work with the Rentals, Sales, and Parts Departments to coordinate work needed for each department.
Skills & Experience
- Minimum 2 years' experience in service administration, customer service or similar role.
- Basic understanding of service and repairs processes.
- Strong attention to detail and high level of accuracy in data entry and invoicing.
- Excellent verbal and written communication skills.
- Strong organisational and time management skills.
- Ability to work independently and as part of a team where necessary.
- Customer-focused mindset with a commitment to delivering quality service.
- Competent with Microsoft Office Suite, particularly Outlook, Excel and Word.
What sets us apart?
Crown’s history began when two brothers founded the Company in New Bremen, Ohio (USA) in 1945. Today, the fourth generation of the very same family continues to lead Crown in all of its operations across the globe. Being a family-owned and run business is evidenced by more than 200 employees reaching service milestones in our 20, 25, 30, 35, 40, 45 and 50 year categories in Australia alone, with more than 2,000 employees reaching a 25 year service milestone globally.
As a Company we want to continue to support our employees to be the best versions of themselves and that’s why, as a Crown employee you get to enjoy:
A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide.
Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals.
Corporate Rates for Private Health Insurance.
An inclusive working environment.
An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options.
The Company
Crown Equipment is a well-respected global Materials Handling Equipment company which has enjoyed 50 years of success in the Australian market. The Company has operations in all Australian States and territories as well as many regional locations. The Company Brand is well known and respected in the marketplace and is supported by a customer value proposition based on highly skilled staff, quality products, strong service and parts back-up and leading-edge technology.
About Crown Equipment
Global manufacturer of material handling equipment and lift trucks.
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