Customer Service Representative

Job Description:

Essential Responsibilities/Activities:

• Interacts with customers by phone, by email or in person to provide information ensuring the best technical service and customer support possible.

• Converses with customers to obtain information, identify problem, and provides technical assistance while answering customers’ technical questions regarding product, service, operation or maintenance.

• Researches and identifies AAON parts for specific applications.

• Liaises between development, engineering, sales, distributors and customers.

• Assists with part pricing quotes to customers.

Other Responsibilities/Activities:

• Refers complaints of products or service failure to appropriate departments for investigation.

• Coordinates customers’ service needs with other departments for investigation.

• May resolve complaints about billing and explain how to use product or service.

• Takes orders as needed when order cannot be placed on the Parts website or technical assistance is needed.

• Takes care of complex customer inquiries and problems regarding non-routine matters.

• Assist as needed in Rep Parts Training.

• May visit customer premises to resolve customer problems.

Education and Experience:

• High school diploma, general education degree or equivalent

• Knowledge of customer service principles and practices

• Knowledge of relevant computer applications

• Knowledge of numeric, oral and written language application

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.