Water Heater Technical Support Agent - Tier 1 (Call Center)

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

To 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 Support Agents 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.
• Assist customers with understanding how to properly use AO Smith products and resolve problems that may arise. 
• Use Virtual Remote Assistance (VRA) to verify whether the tank isn’t repairable and to justify the whole tank replacement.
• Handle requests for replacement part for manufacturer related issues in a timely and accurate manner. 
• 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

• One-year certification from college or technical school

• High school diploma or GED in related field will be considered with equivalent field experience.
• 2-4 years related experience; or equivalent combination of education and 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.
• Prefer experience working with Heat Pump applications in appliances.

Education

Trade School Degree-preferred

Education

We Offer

Competitive 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.

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.