Experience Inc. Jobs

Department:Service Job Status:Full Time FLSA Status:Non-Exempt Reports To:Service Manager Grade/Level:5 Amount of Travel Required:None Job Type:Regular Positions Supervised:None Work Schedule:Monday - Friday 8:00 a.m. - 4:30 p.m. Additional hours as needed.

POSITION SUMMARY Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of customer complaints.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Solicit sales of new or additional services or products.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
• Be able to enter purchase orders and customer jobs.
• Confer with customers by telephone or email to provide information about products or services, take or enter orders, or obtain details of complaints.
• Perform follow up actions with appropriate party to get customer parts shipped on time.
• Comply with established safety policies and procedures. Wear required Personal Protective Equipment as directed. Use appropriate tools designed for their specific job tasks. Provide feedback related to hazard assessments and/or accident investigations.
• Act in accordance with Patterson's Company policies (ex. Harassment, Equal Employment
• Opportunity, Ethics, etc.).
• Regular attendance at work is an essential function of the job.

POSITION QUALIFICATIONS

Competency Statement(s)

• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Accuracy - Ability to perform work accurately and thoroughly.

SKILLS and ABILITIES

Education:High School Graduate or General Education Degree (GED): Required

Associate Degree (two-year college or tec nical school) Preferred, Field of Study: AA in Business Administration

Bachelor's Degree (four-year college or technical school) Preferred, Field of Study: BA in Business Administration

Experience:1 plus years of experience in Customer Service

Computer Skills:Word, Excel, PDF, Syteline, Outlook, Sharepoint

Certifications and Licenses:Ability to read and understand blueprints.

Other Requirements:Perform all other duties as required by supervision.

Overtime as required.

PHYSICAL DEMANDS

Other Physical Requirements

• Vision (Near, Distance, Color, Peripheral, Depth)
• Sense of Sound - Normal
• Sense of Touch
• Ability to wear Personal Protective Equipment (PPE) - Eye and ear PPE.

WORK ENVIRONMENT

Office and Shop.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.