Customer Service Representative / Service Writer
Yancey Bros Co - Dacula, Georgia, United States, 30019Work at Yancey Bros Co
Overview
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Overview
From Georgia. For Georgia.
Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset...our employees.
What You Will Be Doing:
As the customer service representative (on-site), you will be essential in ensuring the proper communication within the Machine Service Center as well as with customers, internal and external. You will serve as the initial contact for customer shop repairs. You will quote, schedule, open, close and track jobs. This position will also be responsible for monitoring cost of the job versus invoice amounts, setting target dates, and tracking jobs. Your goal is to ensure customer satisfaction.
Primary Responsibilities:
Quote machine repairs.Act as the initial contact for customers and communicate with them regarding their repairs.Manage jobs by opening, closing, tracking, and scheduling as needed.Monitor the cost of the job versus the invoice amount.Preorder parts and communicate tooling needs to Team Leaders.Meet and maintain company metrics in service performance.
Additional Responsibilities:
Participate in required safety program, and work in a safe manner.Additional duties as assigned by manager.
Who We Are Looking For:
To be successful in this position you should have excellent communication skills. You should possess a strong sense of urgency and desire to provide superior customer service with a diverse and detailed knowledge of Caterpillar products as related to service and repairs. The ability to take direction and work in a team environment is essential to this position as well.
Education/Experience:
Specific industry experience desired or equivalent college degree.
Required Qualifications/Skills:
Excellent communication and customer service skills.Diverse and detailed knowledge of Caterpillar products as related to service and repairs. Generally this may encompass 3-5 years experience with troubleshooting and repairs.PC skillsAt least two (2) years assisting customers with accounts in person and over the phoneExperience prioritizing work flows that have fluid demandsExtremely organized
Preferred Qualifications/Skills:
Microsoft officeBasic Computer skills
Values:
At Yancey Bros. Co, we are always looking to add people to our team who share our core values:
Safety: We value the lives and health of our team and customers above all else.Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.Teamwork: We work as one across our organization for the benefit of our customers.Excellence: We strive to be the best, continuously improving our customers' experience and the solutions we provide.Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.
Ideal candidates will demonstrate the following values:
Acting in a safe mannerExhibiting honesty and integrityActing in a fair and ethical mannerTeam mentalityDelivering quality resultsEmbraces change / improvementExhibiting superior customer service skillsExhibiting pride and ownershipWorking with a sense of urgencyExhibiting a winning attitude
What We Offer:
Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.
Competitive Pay Structure
Competitive PayIndividual Bonus Opportunities AvailableTechnician Tool Allowance401k Plan Strong Company MatchEmployee Profit SharingFinancial Wellness Coaching
Employee Wellness Program
Medical, Vision, Dental InsurancePrescription Drug CoverageFlexible Spending AccountsShort & Long Term DisabilityGroup Life Insurance
Personal Time Off
Paid HolidaysPaid Sick Leave
Career Development
Tuition ReimbursementOngoing TrainingAdvancement Opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)