After Hours Customer Care Specialist - Springfield, OH

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community, and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

POSITION TITLE: Customer Service Specialist for the After Hours Team

REPORTS TO: After Hours Team Lead  

This position is MANDATORY weekends. SATURDAY AND SUNDAY NOON TO MIDNIGHT AND MONDAY AND TUESDAY 4:30PM TO 1AM

Konecranes is looking for a proficient Customer Service Specialist to answer inbound phone calls, dispatch technicians to job sites, answer questions, and invoice customers.
Our Customer Service Specialist should exhibit professionalism and trustworthiness. They should be well organized and have a high attention to detail. They should have excellent communication and negotiation skills and be able to work in a team and independently as the situation requires. 
 

 
PRINCIPAL RESPONSIBILITIES:
•    Consistently deliver excellent service in every customer interaction. 

•    Learn and maintain a thorough knowledge and understanding of Konecranes’ organization, customers,                products, and services. 

•    Answer incoming calls for service, dispatch on-call technician(s), and monitor progress.
•    Ensure customer is proactively communicated with as the job progresses.
•    Assist in resolving customer disputes
•    Prepare summary reports to efficiently transfer the coordination of emergency service requests to other shifts
•    Complete detailed review of completed service requests to prepare for invoicing
•    Provide constructive feedback for any quality issues discovered during service request review
•    Other tasks as required

EXPERIENCE:

Must have 2+ years of experience in office administration or operations. Must have excellent telephone skills, good interpersonal skills, and multi-tasking and prioritizing abilities. Knowledge of basic office administration principles required. Must have demonstrated success in problem solving in a fast paced, high volume, and high-pressure environment. Must have well-developed data entry skills including speed, accuracy, and experience with Microsoft Office products.
 
OTHER REQUIREMENTS:

Must be very dependable, willing to work additional hours as required, and be team oriented.
 
EDUCATION:

High School Diploma or equivalent required. Associates degree is a plus.

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, profit sharing, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters. Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.