at SPX Corporation dba Genfare in Elk Grove Village, Illinois, United States
Job Description
Customer Care Partner
Location:
Elk Grove Village, Illinois, United States
Building the people that build the world.
With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.
As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry. By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.
How you will make an Impact (Job Summary)
The team is responsible for serving as the main point of contact and gatekeeper for all client communication: calls, emails, live chat, etc., Is proficient at answering all inbound calls, directing customer inquiries based on client needs, creating support tickets, looking up client product information and support status; answering emails, directing emails from group mailboxes, following up in a timely manner, conducting live chat, working with multiple customers at the same time and is open to new forms of communication as they develop. This team leads all parts, media, and technical support quotations and purchase order conversions for the business.
Is an exceptional trainer of the team and sets a good example as a client advocate who takes the time to understand the client's need, translate this need into action, and see all requests through completion even when transitioned to another team. Is comfortable with conflict and is able to work with the client to reach a positive resolution.
Is collaborative with internal teams in addressing client issues from finance and repairs to technical support and senior leadership. Is willing to step out of their comfort zone to develop proactive solutions to meet our client needs.
Comfortable reviewing pricing strategies on parts, reviewing delivery performance against committed requests and shipment dates, preparing statistical and analytical reports, handling information requests, and performing clerical functions such as preparing correspondence, scheduling, and supporting business functions in several departments as needed.
What you can expect in this role (Job Responsibilities)
Creates quotations and convert orders for parts, media, repairs and technical services
Reviews pricing strategies and delivery performance of all parts orders
Collaborates with peers to identify process improvements to elevate the client experience
Answers all inbound correspondence: telephone, email, and live chat, transferring to appropriate departments as needed
Proactively support Customer Care team members in resolving problems and preventing them from occurring when possible.
Must be able to remain calm and professional in all circumstances
Demonstrate a high level of follow through to see calls, emails and client direction through resolution
Enter customer technical support tickets
Performs data entry and exports of customer information, creates quotations, converts orders using the SAP Software system
Coordinate all customer training with the technical services and field services teams
Generates and manages reports in excel
Tracking revenue monthly by department
Issuing assignments or escalating work efforts as needed
Manages and releases invoices for customer payment as needed
Completes special projects as directed by Management
What we are looking for (Experience, Knowledge, Skills, Abilities, Education)
We each bring something to the table, and we are looking for someone who has:
Required Experience
5+ years of experience in the field or related area
Equivalent combination of education and experience
Preferred Knowledge, Skills, and Abilities
Excellent written and verbal communication skills;
Knowledge of SAP software, CRM software, Customer Portal software and Microsoft Office Suite
Common sense understanding to carry out instructions furnished in written, oral or diagram form
Exceptional attention to detail and accuracy
Customer service oriented
Proactive attention to detail and accuracy
Positive attitude and collaborative approach
Adaptability and flexibility to learn new skills to meet the changing business needs
Strong ability to work with people at all levels within and outside of the organization
Familiarity with fare collection desirable
Education & Certifications
Bachelor Degree preferred/ not required
How we live our culture
Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and... For full info follow application link.
