Customer Service Representative - Repair Department

Customer Service Representative - Repair Department

Department: Repair (116)

Employment Type: Full Time

Location: Chester, CT

Reporting To: Sam Carlson

Job Title
:
Customer Service Representative

Department: Repair Department

Schedule: Monday – Friday 7:30am – 4:00pm

Facility location: Chester, CT

Summary: The Repair Department Office is a part of Whelen’s Customer Service Department. The staff assists with billing of repairs, repair quotes, invoicing, entering replacement product orders, warranty no charge orders, and material exchange orders. They assist Whelen Representatives, distributors, and end users with products that are to be sent in for repair, repair status updates, and what has been completed on the repaired product in a professional manner.

At times they may be asked to assist in the receiving and shipping of products that are in the Service Department.

• Under moderate supervision, performs varied tasks of intermediate complexity
• Applies intermediate and some advanced skills to perform functions of the position within assigned area
• May adapt new procedures, techniques, tools, materials and/or equipment to meet the more complex requirements functions of the position
• Resolves most questions and problems, and refers only the most complex issues to higher levels
• Processes customer orders/changes/returns according to established department policies and procedures.
• Keeps records of customer interactions, process customer accounts and file documents
• Follows communication procedures, guidelines and policies

• Has developed knowledge and skills through formal training or considerable work experience
• Entry level often for those with work experience in the skill area
• Works within established procedures with a moderate degree of supervision
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decision

• High School Diploma or equivalent w/3+ years’ experience or AA/AS/Business School w/1+ years’ experience preferred

• Able to lift up to 35 pounds
• Regularly performs repetitive tasks
• Able to stand or sit during the shift
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

• Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements
• Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment, to ensure prompt resolution of potential hazards
• Attend scheduled EH&S training program
• Actively support the organization’s efforts to meet or exceed EH&S goals and plans
• Recommend improved EH&S practices

Must be able to communicate effectively with co-workers, supervisors, and third parties. This ability to communicate requires the employee to be conversant in English as much of our workforce and the third parties that we encounter only speak English.

The incumbent is responsible for complying with the policies in Whelen’s “Employee Handbook.”

Whelen Engineering is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.

This Job Description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company’s discretion. Nothing in this position description changes or is intended to change the employment at-will relationship with the Company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.