Customer Support Coordinator

Customer Service Representative – State Farm Agent Team Member

Responsible for providing effective customer service for all internal and external company customers by utilizing knowledge of company products and programs. Also responsible for developing and maintaining positive customer relations, as well as team member relations within the Depot Repair Service Department.

• Responds to customer inquiries regarding RMA requests and repair status via phone and email.
• Processes customer RMAs, repair quotes and purchase orders/changes according to established department policies and procedures.
• Provides timely feedback to the customer including shipping date, anticipated delays, and any additional information needed by customer.
• Assists in repair scheduling, shipping, receiving and invoicing RMAs to ensure delivery by specified dates.
• Process and validate warranty claims.
• Meets and exceeds customer’s service expectations.

This job has no supervisory responsibilities.

• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations.
• Project Management – Communicates changes and progress.
• Technical Skills – Pursues training and development opportunities; strives to continuously build knowledge and skills.
• Customer Service – Responds promptly to customer needs; meets commitments.
• Oral Communication – Listens and gets clarification; responds well to questions; participates in meetings.
• Written Communication – Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
• Teamwork – Gives and welcomes feedback; supports everyone’s efforts to succeed.
• Business Acumen – Understands business implications of decisions.
• Ethics – Treats people with respect.
• Organizational Support – Follows policies and procedures; supports organization’s goals and values.
• Judgment – Includes appropriate people in decision‑making process.
• Motivation – Demonstrates persistence and overcomes obstacles.
• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently.
• Professionalism – Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity – Completes work in a timely manner; strives to increase productivity.
• Safety and Security – Observes safety and security procedures including using PPE and wearing company issued badge when on company property; reports potentially unsafe conditions; uses equipment and materials properly.
• Adaptability – Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.
• Initiative – Seeks increased responsibilities; asks for and offers help when needed.
• Innovation – Generates suggestions for improving work.
• Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent.

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.

High School diploma or general education degree (GED) is preferred. Typically requires a minimum of 0‑2 years of experience in a similar position. Basic computer skills (i.e. Microsoft Suite) are required.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Ability to calculate figures and amounts such as discounts,…