Job LocationUSA, Phoenix, AZ
Job Posting TitleConsumer Service Specialist
The ChallengeThe 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: Internal Quality, Completed Calls per 8-hour day (CC8D), SOD (Start of Day) and Availability.
What you will Do
Essential results-based duties
Interact with Technicians, Consumers, Customers, CSM's and the call center daily with regards to managing a Technician's route as it pertains to exception.
Responsible for building and creating efficient routes by right-sizing AM/PM, tightening up routes based on geography, and managing forced calls. Additionally, checking part calls to ensure they deliver in time for service.
Reschedule customer calls
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, clear thinker 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 learn geography/read a map
Minimum one year of 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.
What you need to Succeed
Working conditions are normal for an office environment.
Work may require occasional weekend and/or evening work.
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.
GEA Parts, LLC