Service Customer Specialist

Who We Are:

We provide certainty in an uncertain world by delivering engine and generator power solutions our customers can rely on.  We are people-focused, family-first, and passionately driven to build strong relationships, share knowledge, and establish confidence.  We are consistent, resourceful problem solvers, dedicated to supporting people inside the organization and out.  We develop products that are built to last by developing people that never stop learning.  As an independent company for over 40 years, we’re not like our competitors.  We do things the Loftin way, which means an unwavering commitment to doing whatever it takes to deliver the best power solution, every time. 

Who You Are:

You are a reliable, customer-focused (a.k.a. good with people) problem solver.  You effectively communicate through cooperation and teamwork.  You are always looking to improve whether that’s learning something new or seeking ways to promote better quality.  You are driven to do what it takes to get the job done. 

Mission:

The Service Specialist roles handle all Service callouts, startups, planned maintenance, and repairs for their assigned Branch/Territory. This includes coordinating, scheduling, dispatching, billing, and serving as the customer’s primary point of contact for all Service needs.

This Service Customer Specialist position is centered around providing exceptional customer service, acting as the main liaison for both internal and external stakeholders. The role requires effective coordination and collaboration with sales, technical teams, and customers to ensure smooth operations, from equipment start-ups to warranty management and billing processes.

Obsessions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily including the following. Regardless of ‘specialization’, all Specialist would be cross trained on the others thus creating a cohesive team.

• Serve as primary point-of-contact, and deliver elite service/support, for all internal and external customers.
• Open internal/external Work Orders as needed, and verify customer information is correct in system, review contract details for accurate labor rates, etc.
• Coordinate new equipment start-ups with Sales Team, Technicians, and customers.
• Oversee warranty campaigns.
• Work in cooperation with other Service Specialists, Field Service Supervisor, and Technicians to ensure a positive customer experience, effective dispatch/scheduling, and timely and accurate billing.
• Other duties and projects

Expectations:

• Strong communication skills, to include written, oral, and active listening; clear and persuasive in negative or positive situations; asks relevant questions to get clarification; conveys thoughts and ideas in a concise manner; responds well to questions and feedback; demonstrates group participation skills.
• Builds and maintains strong working relationships with customers (internal and/or external) and coworkers; establishes confidence and shares knowledge with others.
• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team environment; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
• Does what it takes to get the job done for the customer and/or team; nimble, adaptable, resilient, and a bit entrepreneurial; demonstrates learning agility when further developing technical, functional, and interpersonal skills.
• Resourceful problem solver; uncompromising customer service inside the organization and out; never get complacent.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Determines appropriate action beyond health and safety guidelines; observes all safety and security procedures; reports potentially unsafe conditions immediately; uses equipment and materials properly.

Qualifications/Experience/ Education:

• Must have one+ years customer service, preferably in a similar industry.
• Associates Degree in Business or Accounting, or additional equivalent relevant work experience, preferred.
• Ability to deliver high quality work product.
• Must be highly organized and have strong communication skills.
• Must be highly accountable and a self-starter.
• Strong reasoning, analytical, and mathematic skills.
• Highly competent in the use of Microsoft Office 360 and other Microsoft products/systems.
• SalesForce experience a plus.
• Strong technical aptitude, includin