HM Cragg
  • Minneapolis, MN, USA
  • Full Time

Position Overview:
The Customer Service/Dispatcher is a critical role in the resolution of technical, and escalated support incidents related to end users. The service team provides business critical support to customers along with various service offerings. You will be an integral team member and a true advocate for customer resolution, supporting customer incident triaging efforts alongside our service technicians in the field. The successful candidate should demonstrate great accountability, customer obsession and an excitement for technology, generators, and back-up power sources. Beyond triaging escalations and managing critical situations, the candidate should be passionate of driving bigger impacts being increasing customer value, improving processes and driving product feedback.


Reporting Relationship: The Customer Service/Dispatcher reports to the Service Manager


Responsibilities/Accountabilities:

Review and triage customer and partner escalation through the internal escalation program across various cross-functional teams and key stakeholders

Identify signals from escalations to drive permanent resolutions

Partner with Service Manager and technicians to analyze and determine appropriate resolution path

Provide ongoing communication and status updates throughout duration of incident Always look at problems with customer first solutions

Develop and share best practices and recommendations to improve efficiencies

Must be able to troubleshoot/triage from the customer experience perspective and route the issues to the appropriate escalation path

Ensure all new service requests are assigned to the appropriate technician

Review and monitor the Dispatch Board to ensure service level agreements are being met.

Ensure all issues completed by the technicians are closed and invoiced in a timely matter

Ensure all invoicing is accomplished per customer invoicing requirements Review and follow up on unresolved issues weekly

Review all service invoicing to ensure the appropriate documentation was provided and the troubleshooting steps taken to resolve the problem were accurate and complete.

Requirements:

Skills/Knowledge:

Excellent communications skills, outstanding written and verbal communication

Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence

Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking

Ability to influence people at all levels to drive incident resolution Passion for technology and customer support

Proven technical aptitude High attention to detail, able to problem solve logically and think critically

Technical aptitude with a passion to learn Creative Problem Solving by driving innovative solutions and can thrive in ambiguity

Prior Technical Support experience including experience in a customer facing or customer technical support role

Personal Attributes:
Demonstrates honesty and integrity in work and relationships
Demonstrates servant-based principles with internal and external customers
Demonstrates innovation/creativity in work
Possesses strong work ethic and takes ownership of both company and client goals/objectives
Focused on understanding, meeting and exceeding customer expectations
Focused on collaboration and team work for the mutual success of the company and its employees
Demonstrates a willingness to sacrifice personal time for the company as conditions warrant

Travel expectations:
Limted travel requirements.

Posting Qualifications:
2 or 4 year degree desired, or equivalent work experience
Last Updated: September 29, 2010
Industry experience preferred Knowledge in Generators, Power Equipment, and Transfer Switches, is a must.
Efficient in Microsoft Suite products including Excel, Word, Outlook and Power Point
2+ years experience in customer service


The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. HM Cragg reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

HM Cragg
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