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Empire Cat · 12 hours ago

Client Services Representative

Imperial, CA

Full-time

Onsite

Entry Level

$52K/yr - $70K/yr

2+ years exp

Empire Cat is a company that provides machinery services and products. They are seeking a Client Services Representative responsible for promoting and selling products and services while ensuring customer satisfaction and managing repair expectations.

Construction

Growth Opportunities

Responsibilities

Receives and responds to service requests from customers. Listen carefully, speak and act courteously while showing genuine concern for the customer’s problem

Educates the customers about the products and services that are available through the Empire Southwest parts and service departments

Assist customer with questions about company services including but not limited to, warranty options and coverage, parts returns, credit and finance, rentals, shop and field machining, Transport, Used Parts, Fluids Lab, Hydraulic parts and service, EPS product support capabilities

Identifies other service opportunities and present these to the customer to optimize the level of service the customer expects

Assigns work order to responsible area Planners/Lead-persons

Where required; schedules service technicians to complete service jobs

Informs each area Planner/Lead-person of the specific repair needs to support and ensure effective and efficient organized repairs

Works with shop planners to ensure work assignments are carried out on schedule and within acceptable time frame (promise date); changes in scope or issues are quickly communicated to customer to maintain satisfaction levels

Effectively manages daily customer contact to promote and ensure the credibility and customer satisfaction is maintained

Proactively keeps current about assigned jobs in progress

Accepts and resolves customer complaints in a timely manner

Ensures that the Customer Service Representative function is covered at all times. Monitor and respond to all assigned calls

Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures and standards

Responds to service requests in a professional manner at all times (office, on call or at home)

Reviews pro-formas prior to submitting to customer to ensure expectations are met and customer approval obtained in timely manner

Works with shop planners, leads, and/or managers to negotiate settlements, discusses and resolves discrepancies, and balances customer and Empire’s interests at all times

Achieves the established sales and profit goals while adding value to the customer repair

Maintains good employee relations

Actively participates in Service Meetings

Actively participates in customer meetings. Schedules visits in effort to build positive customer relations

Provides feedback internally to drive change sufficient to meet market demands and provide viable customer solutions

Provides feedback on competitive information to assure Empire always has the advantage

Provides excellent customer experiences by educating the customer on various service facilities and capabilities while involving any necessary experts in the solution process

Identifies and communicates work force needs to the appropriate Service Manager

Cooperates well with personnel in other work centers and departments

Performs other duties as assigned

Work within and promote corporate values

Qualification

Customer serviceSales skillsComputer-based management systemsEquipment knowledgePlanningOrganizationTechnical support backgroundEnglish proficiencyInterpersonal skillsCommunication skillsMotivated self-starter

Required

Must have interpersonal, management, organization and planning skills sufficient to assist customers, direct people and maintain acceptable levels of productivity

Must be able and willing to accept, communicate and enforce company policies, procedures and regulations

Must be able to utilize computer based service and work order management systems

Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously

Must possess equipment knowledge and marketing experience relative to the equipment industry

Must have sales skills to effectively help the customer to overcome objections and close the sale

Must be a motivated self-starter

Must have interpersonal skills sufficient to assist customers and employees in a professional manner

Must have sufficient equipment and application knowledge to understand customer opportunities and to express these opportunities to the appropriate area within Empire

Must have sufficient knowledge to effectively utilize Internet, e-mail, Spreadsheets, word processing programs and database management

Ability to maintain consistent attendance

Previous experience utilizing a computer-oriented management system similar to Empire

Proof of high school diploma or General Education Degree (GED)

Minimum of 2 years experience in related field or equivalent technical or customer support background

Must be able to communicate (speak, read, comprehend, write) in English

Preferred

Previous general experience in a Caterpillar Dealer Service Department preferred

Previous knowledge of repairing, reconditioning and operating Caterpillar Equipment/truck engines

College degree preferred

Company

Empire Cat

MORE THAN GREAT MACHINES® Empire Southwest is a top authorized Caterpillar® dealer for heavy equipment and power generation throughout Arizona, Nevada, and Southeastern California.

Founded in 1950

Arizona, Sonora, MEX

1001-5000 employees