Contracts Customer Service Representative

JOB DETAILS:
Shift 1st/Day Shift
Location In Office
Schedule To be provided by leader
Salary Range $24.89 - $33.94 per hour


JOB SUMMARY:
Manage the repair process for assigned customer base. Determine clients’ needs, ensure continued job progress, communicate with client, and coordinate sublet. Coordinate resources to support repair process. Ensure no expense time due to poor scheduling. Ensure timely billing. Manage assigned employees and resources to meet repair process needs. Coach/mentor employees, coordinate work schedules. Ensure adherence to budget. Monitor and manage labor expenses to meet budget. Provide additional support and/or coverage as needed to Product Link back-office functions.

ESSENTIAL FUNCTIONS:
• Responsible for the development, implementation, training, and maintenance of Empire’s planned work order management system (SPI).
• Assist with Client Support Agreements related to Standard Jobs pricing, and EM Solutions Offerings. Cooperate with personnel in other work centers to build high levels of cross-departmental teamwork and support.
• Develops and cross-trains others to ensure coverage when employees are absent.
• Accountable for contract usage-based invoicing to ensure contract clients are invoiced in an accurate and timely manner.
• Conducts analysis and creates monthly metrics using Cognos, SPI, and DBS queries for use by Product Support management.
• Develops, enhances, and validates the accuracy of data in the planned work order management system (SPI) and the MNT Scheduling query.
• Research, extracts, and verifies data for accuracy and content and communicates machines with scheduling or telematics issues to the appropriate department.
• Notifies Product Support management of all expiring CSA agreements and ensures notifications are entered in Sales Link as opportunities for PSSRs.
• Assists with VisionLink subscription invoicing as needed.
• Is cross trained to provide coverage for Product Link Administrator as needed.
• Responsible for entry of warranty premiums included in CSA.
• Communicates with Commercial Pricing team to apply correct standard jobs and pricing to new agreements.
• Communicates with Parts Marketing Program manager to correctly apply Cat marketing programs to contract work orders.
• Receives and responds to service requests from clients. Listens carefully, speaks and acts courteously while showing genuine concern for client’s problem.
• Plans and organizes work. Opens work orders for machines on CSA.
• Maintains daily client contact. Accepts and resolves client complaints.
• Coordinates and schedules required sublet labor with the various shops.
• Approves work order closings. Makes warranty, policy and rework charge decisions.
• Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures, and standards.

ADDITIONAL RESPONSIBILITIES:
• Maintains good employee relations. Assists employees with CSA enrollment and planned work order questions and issues.
• Mentors and develops employees on software programs related to enrolling and maintaining CSAs.
• Works closely with other work centers to build high levels of cross departmental teamwork and support.
• Participates in monthly Product Support meetings.
• Recommends and implements process changes for improved process efficiencies.
• Performs other duties as assigned by the Product Support Business Manager.
• Utilizes available technology to effectively communicate with the client and employees.
• Works overtime as required to meet department and corporate objectives.
• Documents and communicates any issues that impact client satisfaction to the appropriate area. Seeks assistance for additional help in resolving an issue.
• Works within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES:
• Ability to train on all systems within Contracts Group.
• Must have interpersonal, management, organization, and planning skills sufficient to assist clients, direct people and maintain acceptable levels of productivity.
• Must be able to sufficiently utilize computer-based service and work order management systems, spreadsheets, queries, and database tools such as Cognos, BIC, and CEDE.
• Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
• Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:
• Minimum of 7 years’ experience utilizing a computer-oriented management system similar to Empire.
• Previous client service experience in a Caterpillar Dealer Service Department.
• Pr