Service Support Specialist

Are you a Service Support Specialist searching for new experiences? As a leading Trane® independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

SUMMARY: Provide customer service support and inside sales support to all Brady Associates; directly support general duties for customer service, prepare job numbers for sold quoted work and coordinate procurement of parts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Manage service-related reports by collecting, maintaining, uploading, and distributing data to support operational and customer needs
• Data entry of eddy current tube analysis data provided by the technicians to create a custom report for each customer
• Creation of all sold quoted requests in service software, upload all documentation, send to procurement for parts ordering, provide Scheduler with job information and estimated time of arrival for the parts
• Process company credit card transactions for technicians
• Monitor and manage assigned shared email inboxes, prioritizing requests and providing prompt, professional responses
• Maintain online billing accounts in the customer individual databases to accept purchase orders, request additional funds for PO and/or complete work orders upon completion of work
• Processing billing for completed Preventative Maintenance Inspections and ensuring supporting documentation is accurate and complete
• Verification of on-call technicians for the week and submit to answering service
• Review and process all vendor invoices that are delivered daily to ensure accurate parts are applied to the request in the database
• Knowledgeable with the products and services offered by Brady
• Flexibility to take on additional duties in order to meet the department goals and/or overtime, as required

• Performing other duties and responsibilities as assigned

TEAMWORK:

• Demonstrate and promote a spirit of cooperation and teamwork throughout the Company
• Continually look for ways to improve our processes and ability to serve our customers effectively
• Improve personal performance on a continual basis

 CUSTOMER SERVICE:

• Provide responsive, professional and diplomatic customer service
• Answer customer calls and correspondence quickly and pleasantly
• Communicate with customers in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term customer relationships
• Immediately address any customer’s concern and requests the involvement of other Company personnel as required

SAFETY:

• Follow all company safety programs and report any non-compliance to your Team Leader
• Notify Manager or Safety Manager of any unsafe conditions

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: High school diploma required; minimum 1 year of experience in customer service required; HVAC industry a plus.

COMPUTER SKILLS: MS Office Suite, general familiarity with computer systems, and ability to learn software applications as required.

CERTIFICATES, LICENSES, REGISTRATIONS: None.

LANGUAGE SKILLS: Ability to read and write.  Required to effectively communicate with co-workers and customers.  Ability to understand and translate correspondence from dictation.

MATHEMATICAL SKILLS: Must possess basic math skills.  Ability to perform basic math operations using units of American money, weight measurement, volume and distance.

REASONING ABILITY: Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, and telephone and effectively communicate with others.  The associate frequently is required to sit and reach with hands and arms.  The associate is occasionally required to stand; walk; and stoop or kneel.  The associate must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

  WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment.  The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS:

• Ability to pass drug screening
• Ability to prove US employment eligibility