Warranty Operations Coordinator Level 3 - EBS Routing
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-08-30

SUMMARY: 

This position is responsible for monitoring and optimizing dispatched service calls to ensure efficient routing, minimal drive time and on-time delivery of service for our consumers. The primary goal is to provide Electrolux Branded service consumers with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work collaboratively with the Customer Engagement Center, Warranty Audit Team, Electrolux Branded Service Technicians, Supervisors and Back Office Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Monitor and improve the daily routes of field service technicians
  • Determine optimal route to reduce drive time and overtime for field service technicians
  • Evaluate daily schedules to eliminate scheduling gaps
  • Support customer extended service plans to ensure contractual obligations are met
  • Assist technicians with questions or changes needed regarding scheduled routes via email or phone
  • Process and monitor parts orders for direct shipment when needed to expedite service resolution
  • Achieve departmental KPI (96% answer rate, email cycle time 4-6 hours)
  • Assist Customer Engagement Center with special requests
  • Ensure EBS Service provides effortless customer service with daily reporting of scheduled service calls needing additional time, sooner service and part completions
  • Ensure service capacity meets or exceeds demand
  • Partner with internal departments within Electrolux to support key initiatives
  • Coordinate with key national builder partners to ensure builder/consumer expectations are met
  • Communicate information on policies and procedures to field service technicians and consumers surrounding warranty coverage
  • Process payments and refunds for out of warranty consumers as needed
  • Promote teamwork and positive interaction amongst customers, both internal and external
  • Contribute to a positive, energetic and high-performing team culture
  • Maintain a professional and positive demeanor at all times
  • Make recommendations for re-engineering existing processes to gain maximum efficiency
  • Maintain a dedication to providing exceptional customer service across multiple communication channels
  • Support Electrolux Branded Service expansion into new markets

Minimum Qualification

MINIMUM QUALIFICATIONS:  

  • HS Degree required
  • Associates Degree, preferred
  • Minimum 3 years of relevant work experience including background in dispatch, routing and technician scheduling
  • Experience with all Microsoft Office tools (Excel, Word and Outlook)
  • Experience with SAP, ServicePower (Service GANTT), ServiceBench or other dispatching systems

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • Ability to work any shift between 7:00 AM and 8:00 PM Monday-Friday
  • Strong problem solving, negotiation and critical thinking skills
  • Excellent interpersonal and communication skills (written and verbal)
  • Commitment to customer satisfaction
  • Ability to adapt to and quickly learn new systems and processes
  • Maintains an open mind and has a strong comfort level with change
  • Accountable, dependable and punctual
  • Demonstrated ability to set priorities, meet deadlines and multi-task