Inbound Customer Service Representative

$35,360 - $35,360/Yr

Bunn-O-Matic Corporation - Springfield, IL

Full-time - Entry Level

Springfield, IL

Merchant Wholesalers, Durable Goods

About the position

The Inbound Customer Service Representative at Bunn-O-Matic Corporation is responsible for managing customer requests related to beverage equipment installation and service. This role involves responding to customer inquiries, providing troubleshooting assistance, and coordinating service activities to ensure customer satisfaction. The representative will work in a call service center environment and participate in an on-call rotation to address customer needs outside of regular hours.

Responsibilities

• Receives incoming customer correspondence via phone, email or fax for installation, calibration, service and preventive maintenance for beverage equipment.
• Provides basic troubleshooting assistance in a call service center environment relating to BUNN's commercial beverage equipment.
• Dispatches Bunn and 3rd party service providers to customer locations.
• Creates service orders and documents all activities and communications associated with service events in service database.
• Monitors dispatched service activities to ensure timely response and problem resolution.
• Acquires and evaluates pertinent information to determine appropriate corrective actions to resolve customer service issues.
• Contacts service providers to acquire cost estimates for service activities.
• Communicates with customers and service providers in a professional manner via telephone, email and in written correspondence.
• Participates in an after-hours and weekend, on-call rotation to respond to customer calls.
• Acquires and maintains a working knowledge of beverage equipment operation and functionality.
• Promotes the Bunn Quality Initiative through participation in Bunn Process Improvement Team.
• May perform travel to support Bunn equipment issues and installs.
• Performs other assigned duties.

Requirements

• Excellent communications skills, verbal and written.
• Proper telephone etiquette and proficiency in basic computer applications.
• Ability to work a flexible shift schedule, including on-call nights and weekends as needed to maintain high standards of customer services.
• Ability to work on-site in our Global Headquarters in Springfield, IL.
• Highly motivated, goal-oriented and organized.
• Must have exceptional customer service skills and demonstrate a positive, team-oriented attitude.

Nice-to-haves

• High school diploma or GED (Preferred)

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance