Cheerfully interact with customers, internal support and service technicians to provide and process information in response to inquiries, concerns and requests about products and services.

II. Essential Duties & Responsibilities

• Interact directly with customers either by telephone, electronically or face to face

• Respond promptly to customer inquiries

• Handle and resolve customer fitness equipment issues by empathizing with client's situation, obtaining all necessary information to evaluate possible solutions and provide viable options

• Process orders, forms, applications and requests

• Direct requests and unresolved issues to the designated resource

• Manage customers' accounts

• Keep record of customer interactions and transactions

• Record details of inquiries, comments and complaints

• Record details of actions taken

• Manage warranty claims, billing summaries and service portals

• Communicate and coordinate with internal departments

• Follow up on customer interactions

Customer Service

• Facilitate efficient and profitable procedures within the Service Department.

• Build customer trust in company's internal and external service personnel

• Communicate with customers during the entire service request process using phone and service portal.

• Provide administrative assistance to the service technicians.

• Adhere to company call resolution metrics.

• Perform follow-up tasks for recently completed service requests.

Contracts

• Assist customers and service personnel with obtaining all necessary information to complete a contract proposal.

• Prepare new service and preventive maintenance contracts for presentation by service personnel.

• Manage contract terms, renewal periods and expirations to ensure all customers have an onsite account review prior to contract anniversaries and expirations.

• Manage contracts within service portal ensuring visibility on pending, re-occurring service visits.

• Maintain/update the equipment lists within the service portal

Dispatching

• Maintain knowledge of all pending jobs, service calls, and installation projects.

• Coordinate with Supply personnel to ensure visibility of all incoming part/material items necessary to meet onsite commitments and ensure efficient service personnel routing.

• Understand southern California city locations, freeway traffic patterns and time based travel requirements

• Develop a thorough understanding of common repair timeframes.

• Understand service response requirements, service bonus structures and 1st time fix requirements.

• Organize service routes based upon contract, service timeframe, technician ability and client preferences to optimize company resources and ensure the most efficient, profitable service routes possible.

• Control location of service technicians as they work routes.

• Assist the Supply team and the service technicians with the identification and procurement of necessary parts/materials to complete repair jobs.

• Track Jobs (construction and service) of what process/task completed

• Manage scheduling conflicts with the customers keeping the company's bottom line in focus.

• Monitor completed service requests/warranty claim forms to ensure compliance with company policies. Obtain corrections and required information to expediently close the service request/warranty claim.

• Assist service technicians with keeping customers informed of delays or directions.

• Complete special projects and cross-train in other positions as needed

Repair Parts Inventory Management

• Analyze parts received to purchase orders

• Resolve any discrepancies to ensu