Customer Service Representative

Reports To:

Customer Service Manager

• Serve as the primary point of contact for customers, dealers, and service partners through phone, email, CRM, and other communication channels.
• Deliver professional, courteous, and timely customer service while upholding company standards for ethics, accuracy, and responsiveness.
• Receive, document, and manage customer questions, concerns, warranty claims, and service requests through resolution.
• Create, maintain, and close work orders accurately within the CRM and service management systems.
• Coordinate communication between customers and Service Technicians to ensure accurate understanding of service needs and repair requirements.
• Translate customer‑reported issues into clear and actionable technical information for the service team.
• Provide customers with updates regarding repair status, additional service recommendations, estimated timelines, and associated costs.
• Monitor recurring service issues (“comebacks”) and assist in documenting root causes and corrective actions to improve customer satisfaction and product quality.
• Prepare repair estimates including labor, parts, warranty coverage, and applicable charges.
• Process warranty claims, validate supplier coverage, submit required documentation, and follow through to completion.
• Coordinate timely ordering and tracking of replacement and warranty parts in partnership with Procurement and Service teams.
• Manage customer and dealer parts orders including parts identification, order entry, pricing verification, availability review, shipment coordination, and status communication using technical documentation, diagrams, and product knowledge.
• Maintain accurate customer records, equipment information, and service history within company systems.
• Support reporting efforts related to warranty trends, recurring service issues, product quality concerns, and customer experience metrics.
• Maintain organized service records, manuals, bulletins, digital documentation, and department files.
• Utilize CRM, Microsoft Office, and project management software to document activities, track service performance, and support departmental operations.
• Follow all company safety policies and procedures while supporting service and warranty operations.
• Maintain department supply inventory and submit replenishment requests as needed.
• Assist with continuous improvement initiatives focused on customer experience, service efficiency, and operational effectiveness.
• Perform additional duties and cross‑functional support activities as assigned by leadership.

• Demonstrate professionalism, integrity, and accountability in all interactions with customers, dealers, vendors, and team members.
• Maintain positive and collaborative working relationships across departments while contributing to a respectful and solution‑oriented work environment.
• Deliver a high standard of customer service by prioritizing responsiveness, accuracy, and follow‑through.
• Maintain current working knowledge of company products, systems, service procedures, and technical resources through ongoing training and development.
• Support company goals related to customer satisfaction, operational efficiency, product quality, and continuous improvement.
• Represent the company in a professional manner through communication, organization, and workplace conduct.
• Contribute to team success by identifying opportunities for process improvement and supporting business growth initiatives.
• Follow all company policies, procedures, and safety expectations.

• 2–5 years of experience in a customer‑facing service, warranty, parts, or support role preferred.
• Strong customer service, interpersonal, and verbal/written communication skills with the ability to build positive relationships with customers, dealers, vendors, and internal teams.
• Ability to professionally manage customer concerns and negotiate resolutions in a calm, solution‑oriented manner.
• Strong organizational, multitasking, and time management skills with attention to detail and accuracy.
• Ability to create, maintain, and document records, reports, correspondence, and work orders accurately.
• Proficiency in Microsoft Office Suite, CRM…