Service Support Representative

Position: Service Support Representative
Location: Elk River, MN
Status: Full-time
Position Summary: The Service Support Representative is responsible for maintaining a high level of customer service to O’Day Equipment customers.  The SSR will be meeting the customer’s needs through dispatching, scheduling, billing, and communicating with the customer to understand their needs and follow up the service ticket until the situation is resolved and the customer has no further issues.

Essential Duties & Responsibilities

  • Oversee service needs of customers and bring highest level of customer service in each instance.
  • Efficiency is met in dispatching of technicians to bring profitability to O’Day Equipment.
  • Work as one department across all branches.
  • Answering incoming service calls
  • Completing write ups on service calls
  • Dispatching service calls
  • Scheduling service calls
  • Job/ Construction scheduling
  • Communicate with both the technician and the customer
  • Assisting in technician’s needs
  • Communication with customers
  • Site departure calls
  • Watching for non billable orders and prevention of overuse
  • Follow up on service calls
  • Work order invoicing
  • Assist in customer updates