30 days old

Service Support Agent

Johnson Health Tech North America, Inc.
Cottage Grove, WI 53527
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  • Job Code
    117309950

Position Overview

Under the direction of the Service Support Supervisor, this position fulfills the needs of Johnson dealers, consumers and service providers to ensure customer satisfaction. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.

Responsibilities

Provide outstanding service to Johnson dealers, consumers and service providers:

Answer all phone calls and emails from Johnson Dealers and Service Technicians

Assist CTS department with ISP situations or issues that arise

Follow up on open service dispatches

Assist with setting up service work for field upgrades

Assist as backup for front desk receptionist/operator

Continually keep claims processing and console returns current

Online Remedy and CRM Maintenance

Assist when needed in entering tech notes from service providers and dealers in the database

Assist in processing labor credits and invoices

Keep all service provider information/files/contracts up to date on dealer tab

Investigate situations where Tech did not do the work assigned and resolve situation

Work with service providers to get them set up in Online Remedy processing work orders and claims through database.

Ability to guide ISPs through work order, claim, and parts order process on database

Work Practices and desirable traits:

All paperwork and database entries filled out completely and accurately

Able to prioritize tasks

Detail orientated

Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation

Keep your work environment 5S

Be on time for your scheduled workday

Technical Training:

Learn the basics of equipment troubleshooting to further assist ISPs on the phone

Marginal Job Functions:

Other projects as needed

<p> </p> <p><strong>Position Overview</strong></p> <p>Under the direction of the Service Support Supervisor, this position fulfills the needs of Johnson dealers, consumers and service providers to ensure customer satisfaction. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.</p> <p> </p> <p> </p> <p><strong>Responsibilities</strong></p> <p>Provide outstanding service to Johnson dealers, consumers and service providers:</p> <p>Answer all phone calls and emails from Johnson Dealers and Service Technicians</p> <p>Assist CTS department with ISP situations or issues that arise</p> <p>Follow up on open service dispatches</p> <p>Assist with setting up service work for field upgrades</p> <p>Assist as backup for front desk receptionist/operator</p> <p>Continually keep claims processing and console returns current</p> <p> </p> <p>Online Remedy and CRM Maintenance</p> <p>Assist when needed in entering tech notes from service providers and dealers in the database</p> <p>Assist in processing labor credits and invoices</p> <p>Keep all service provider information/files/contracts up to date on dealer tab</p> <p>Investigate situations where Tech did not do the work assigned and resolve situation</p> <p>Work with service providers to get them set up in Online Remedy processing work orders and claims through database.</p> <p>Ability to guide ISPs through work order, claim, and parts order process on database</p> <p> </p> <p>Work Practices and desirable traits:</p> <p>All paperwork and database entries filled out completely and accurately</p> <p>Able to prioritize tasks</p> <p>Detail orientated</p> <p>Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation</p> <p>Keep your work environment 5S</p> <p>Be on time for your scheduled workday</p> <p> </p> <p>Technical Training:</p> <p>Learn the basics of equipment troubleshooting to further assist ISPs on the phone</p> <p> </p> <p>Marginal Job Functions:</p> <p>Other projects as needed</p> <img src="https://analytics.click2apply.net/v/NaYb4QC6yKzWFRBOuAZKR"> <br/><br/><p> </p> <p><strong>Qualifications:</strong></p> <p>Education:</p> <p>High school diploma or equivalent</p> <p> </p> <p>Experience:</p> <p>Prefer two years of previous experience working in a call center, customer service or in the fitness industry.</p> <p>Good working knowledge and experience with Microsoft Office Suite</p> <p>Excellent written and verbal communication skills.</p> <p>Ability to analyze and solve basic problems</p> <p> </p> <p> </p> <p><strong>Benefits:</strong></p> <p>We offer an excellent compensation package and team-oriented work environment with growth opportunities.</p> <p> </p> <p>Some of our outstanding benefits include:</p> <ul> <li>Health & Dental Insurance</li> <li>Company paid Life Insurance</li> <li>401(k)</li> <li>Paid Time Off benefits</li> <li>Free access to our state-of-the-art onsite workout facility</li> <li>Product discounts</li> <li>Wellness programs</li> </ul> <p> </p> <p> </p> EOE/M/W/Vet/Disability<p>PI117309950</p>
Posted: 2020-01-21 Expires: 2020-02-22

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Service Support Agent

Johnson Health Tech North America, Inc.
Cottage Grove, WI 53527

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