Service Support Agent
Job category: Customer Service
Job Type: Full Time
Location:Cottage Grove, Wisconsin
Under the direction of the Service Support Supervisor, this position fulfills the needs of Johnson dealers, consumers and service providers to ensure customer satisfaction. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.
Provide outstanding service to Johnson dealers, consumers and service providers:
Answer all phone calls and emails from Johnson Dealers and Service Technicians
Assist CTS department with ISP situations or issues that arise
Follow up on open service dispatches
Assist with setting up service work for field upgrades
Assist as backup for front desk receptionist/operator
Continually keep claims processing and console returns current
Online Remedy and CRM Maintenance
Assist when needed in entering tech notes from service providers and dealers in the database
Assist in processing labor credits and invoices
Keep all service provider information/files/contracts up to date on dealer tab
Investigate situations where Tech did not do the work assigned and resolve situation
Work with service providers to get them set up in Online Remedy processing work orders and claims through database.
Ability to guide ISPs through work order, claim, and parts order process on database
Work Practices and desirable traits:
All paperwork and database entries filled out completely and accurately
Able to prioritize tasks
Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation
Keep your work environment 5S
Be on time for your scheduled workday
Learn the basics of equipment troubleshooting to further assist ISPs on the phone
Marginal Job Functions:
Other projects as needed
High school diploma or equivalent
Prefer two years of previous experience working in a call center, customer service or in the fitness industry.
Good working knowledge and experience with Microsoft Office Suite
Excellent written and verbal communication skills.
Ability to analyze and solve basic problems
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
- Health & Dental Insurance
- Company paid Life Insurance
- Paid Time Off benefits
- Free access to our state-of-the-art onsite workout facility
- Product discounts
- Wellness programs