This is a part-time remote position, 20-30 hours /week.
JOB OVERVIEW:
This position is responsible for receiving telephone calls from external and internal customers.
Answers inquiries on various issues, including repair status, pricing issues, billings, technical
questions, etc. Interacts with other employees to assist the customers in resolving their issues.
KEY RESPONSIBILITIES:
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Comfortable to speak with customers about repair estimates and answer inquiries
on various issues, including repair orders, bills and shipments. Issues pick-ups and
traces customer repair order shipments.
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Interacts with other TSM’s to inquire about repair estimates and when necessary
transfers customer calls inquiring about such estimates.
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Interacts with equipment manufacturers and vendors regarding repair inquiries, such
as requesting status on repairs, billing and shipments.
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Calculates retail costs of repairs after itemized faxed/emailed estimates are
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received from manufacturers and vendors.
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Updates computer systems with repair/estimate information, as well as approval
or decline of such estimates.
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Contacts manufacturers for warranty and product information.
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Creates repair orders for incoming equipment that will be repaired.
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Responsible for following all ISO procedures.
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Participates in special projects and performs other duties as required.
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Able to take payments from customers over the phone
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Send Statements/Invoices as requested
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Participates in special projects and performs other duties as required.
SPECIFIC KNOWLEDGE & SKILLS:
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Excellent telephone etiquette, ability to answer a high volume of calls, effective dispute resolution.
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Ability to learn applicable computer systems.
GENERAL SKILLS & COMPETENCIES:
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Very good time management skills and the ability to prioritize work and meet deadlines
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Very good attention to detail and accuracy
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Customer service oriented and ability to work with complex issues
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Ability to plan and arrange activities
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Strong interpersonal communication skills
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Very good written and verbal communication skills
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Ability to maintain confidential and highly sensitive information
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Ability to work in a team environment
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Ability to multitask
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Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
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1 years professional work experience
PREFERRED EDUCATION:
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High School Diploma or equivalent
TRAVEL / PHYSICAL DEMANDS:
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Travel – typically not required.
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Position typically works in a manufacturing environment on site where environmental conditions are stable. May be exposed to higher levels of noise typical in a manufacturing environment.
Hayes Handpiece is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.