GE Appliances, a Haier company Consumer Service Specialist: Marietta, GA in Marietta, Georgia
USA, Marietta, GA
Consumer Service Specialist: Marietta, GA
The Consumer Service Specialist (CSS) is responsible for dispatching a dispersed technician workforce. It is a key position which requires daily interaction with customers, technicians, managers and service support personnel. The CSS is responsible for achieving set standards with four metrics: schedule achievement, customer contacts, internal quality, and availability.
What you will Do
Receive requests for service, scheduling service calls and remotely routing at least 25 technicians to meet customer commitments and overall call volume, utilizing windows based computerized routing system.
Properly utilize technicians and maximize quality of service and productivity.
Follow-up on parts availability and prioritizing aged calls.
Manage a Gantt chart for service calls
Advise manager of performance, attendance or other matters requiring attention.
Responsibilities not limited to these tasks. Manager may assign other duties as needed and bodies of work may be rotated among other areas.
Serve as back up support for other zones. May include periodic customer relations support.
QUALIFICATIONS / REQUIREMENTS
High school graduate or equivalent required.
Excellent organizational skills and attention to detail.
Excellent oral communication skills, specifically telephone skills.
Ability to work in an extremely fast-paced, dynamic team environment with many competing priorities and deadlines.
Must possess a high degree of integrity and ability to maintain confidentiality.
Must be a motivated self-starter and fast learner.
Must be able to build strong relationships
Work schedule varies and may change at any time. working relationships with a field based clientele
Ability to read a map
What you need to Succeed
Previous dispatch experience.
Previous customer service, appliance, part, dispatch and/or inventory experience.
Knowledge of FSMS, COPS, TPTP systems or equivalent.
At least one year experience in use of IBM PC, Microsoft Windows, Word, Excel, PowerPoint, Mail, etc.
Flexibility as the work schedule varies and may change at any time.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.