[Hiring] Service Coordinator I @Frymaster

Role Description

As Service Coordinator I, you will be responsible for providing "White Glove" service support to Frymaster and Merco Strategic accounts by dispatching service requests to our factory-authorized service network and ensuring the timely resolution and closing out of the dispatch request in Welbilt's Dispatch request system (Salesforce).

This position is based in Shreveport, LA but is a remote position.

Major Accountability

• Receive and prioritize service requests from customers by phone, e-mail, and customer applications (e.g. Corrigo).
• Create and follow-up on service requests in Salesforce.
• Assist in resolving any scheduling conflicts or service delays.
• Follow up with our service network to ensure service issues are resolved within 24 hours for urgent, equipment down service requests, and within 72 hours for standard, equipment service requests.
• Close out service requests with the appropriate technician notes and resolution.
• Expedite the shipping of parts for urgent repairs as needed.

Key Tasks & Responsibilities

• Communicate with customers to confirm service requests, provide status updates, and address any issues or concerns.
• Dispatch service requests and follow-up with service agency to ensure the service request is accepted within half an hour and obtain an ETA.
• Update the dispatch request with the scheduled date/time (ETA) and notify the requester.
• Ensure the proper customer complaint and problem resolution categories are selected before closing the request.
• Administer a post-service call survey within 24 hours after service has been performed to ensure equipment is working to customer's satisfaction.
• Work closely with Welbilt's RISE department to ensure strategic customers receive a "welcome communication" for every installation/start-up.
• Manage incoming calls/emails from customers, service agencies, and internal sales teams.
• Identify opportunities to improve the service dispatch processes and customer service.
• Prepare weekly and monthly service reports.

Qualifications

• High School Diploma or GED.
• 2-5 years of experience.
• Experience in the field of Customer or Technical Service.

Skills & Abilities

• Intermediate Microsoft Office skills.
• Ability to provide outstanding/world class customer service.
• Proven ability to effectively deal with all levels of internal and external contacts.
• Must have organization, planning, and problem-solving/analytical skills.
• Must have effective communication and interpersonal skills.
• Ability to function with minimal supervision in a fast-paced environment.
• Able to deal with frequent change, delay, or unexpected events.
• Works well in group problem-solving situations and is a team player.

Benefits

• Competitive wage.
• Healthcare (medical, dental, vision).
• 401(k) savings plan.
• Wellness Program.
• Supplemental Health Plans.
• Employee Assistance Program.
• Training and Development.
• Tuition Assistance.
• Holiday Pay opportunities.
• Employee discounts.
• Paid Time Off (PTO).
• On-the-job training and skills development.
• Basic Life Insurance.
• Leave Program.
• Employee Events and more…