Water Heater Technical Support Agent - Tier 1 (Call Center)
A. O. Smith CorporationAshland City, TN
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A. O. Smith Corporation Ashland City, TN
3 weeks ago
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Company / Location InformationWe are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.
Primary FunctionTo provide technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing which requires basic product knowledge of water heaters. Primarily works with homeowners and one-unit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Specialists work to assist callers in repair rather than replacing equipment. Product specific paid training is provided.
Responsibilities
Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
Answering incoming calls and emails, as well as following up on previous issues with customers solving electric and gas water heater equipment issues,
Documenting call, installation, and product information.
Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.
Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
Makes warranty related decisions for water heating and related equipment approx. $1500.
Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
Refers callers for purchasing as needed.
Inputs product registrations.
Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
Perform other duties as assigned.
Qualifications
High school diploma or equivalent
1 year Customer Service experience
Must be able to type a minimum of 40 words per minute
Demonstrated proficient verbal and written communication skills.
Demonstrated troubleshooting and problem-solving skills
Software and hardware operation as well as keyboarding experience
Willing to work a 40-hour schedule within open hours of operation, 7:00am – 8:00pm Monday - Friday; rotational 8:00am – 6:00pm Saturday.
Preferences
Prefer mechanically inclined individuals with previous plumbing or electrical experience.
Prefer previous call center experience.
EducationHigh School Diploma or GED
Years Of ExperienceMinimum of 1 year related work experience
We OfferCompetitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
Manufacturing
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