JOB SUMMARY:
Process customer complaints into a repair order. Coordinate with Assistant Service Manager for scheduling, current status, and completion.

TRAINING/EXPERIENCE REQUIRED:
High school education or equivalency required and two to three years mechanical and/or customer service background.

CUSTOMER RELATIONS
-Greet walk-in and telephone customers. Discuss service and support needs and advise them when we will be able to do the work required.
-Answer customer inquiries about service/repair work. Give reliable time estimates for completion of work and brief description of what caused the problem.
-Include the Assistant Service Manager to answer customer's questions when necessary.
- Coordinate with support managers to correct customer demands or complaints in a timely and responsive manner.
-Check status of equipment in shop every morning. Call and advise customers by 9:00 a.m.
- Arrange payment for repair or service with customer when advising of pickup time.
-Work closely with Assistant Service Manager to schedule jobs, start and completion times, etc. Keep Assistant Service Manager advised of incoming work.

PROCESS REPAIR ORDERS
-Open repair order manually and in BMS while talking with customer or immediately after discussing with customer.
*Assign proper account number to charge customer.
*Determine repair order category (i.e.warranty, customer pay, charge, etc.)
*If warranty or policy, obtain warranty information from customer, IMS, or IntelAgent system
-Provide work orders to Assistant Service Manager
-File completed repair orders daily.
- Retrieve past repair orders to research information for claims, billing, or historical purposes
-Audit old files, place in boxes for permanent storage.

CMSL is an EEO M/F/V/D company.