- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Determine through discussion with the customer, what the issue is, machine, potential solutions.
- Depending on the above criteria, guide the customer to a solution (directly or with the help of a service provider).
- Ensure the follow up on each call when a call back is necessary. Use the escalation system when necessary.
- Troubleshooting of hydraulic and electrical circuits and systems.
- Program control boxes (ECU's – electronic control units, etc.)
- Seize opportunities to upsell products, provide Spare Parts Numbers and Prices.
- Provide global offers, delivery time for specific parts, and enter Spare Parts orders in the System.
- Provide Warranty assistance.
- Build sustainable relationships and engage customers by taking the extra mile.
- Run reports in ERP system RMA and parts shipping delays, etc.
- Keep records of all conversations in our call center database in a comprehensible way. (e.g. M3, CRM systems, etc.)
- Frequently attend educational seminars to improve knowledge and performance level.
- Previous experience in a customer support role.
- Technical degree on equipment support (maintenance on trucks or heavy construction equipment).
- Proficiency in Spanish is preferred.
- Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
- Technical knowledge (electrical, mechanical, hydraulic, electronic)
- Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
- Track record of over-achieving quota.
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- High school degree.
- Technical degree on equipment support (maintenance on trucks or heavy construction equipment).
- Minimum 3 years of construction equipment experience (Hydraulics, Electrical schematics)
- Spanish - Fluent / Professional
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Bilingual Call Center Representative - Virginia Beach, United States - Haulotte US
Description
Job Description
Job DescriptionResponsibilities
Skills
Experience:
**Haulotte US Inc is an EEO organization. **
Company DescriptionWelcome to Haulotte USA— an innovative aerial product manufacturer and subdivision of Haulotte GroupVirginia Beach is the home of the North America corporate office subsidiary for Haulotte Group. The expansive Haulotte USA headquarters facility hosts our parts distribution as well as all in-house customer care. A portion of our product line is designed and manufactured in the Archbold, Ohio factory. From scissor lifts to boom lifts, we offer a well-rounded range of products. Additionally, our highly skilled staff works relentlessly to ensure that our products meet the highest standards of quality, and that we provide exceptional customer service
Haulotte's wide range of aerial lift equipment provides reliable and efficient solutions to meet the diverse needs of our customers. Haulotte Group's main headquarters is in France with factories also located in France, China, and Romania. We celebrate over 1900 dedicated Haulotte employees globally
Join us in reaching new heights
Company Description
Welcome to Haulotte USA— an innovative aerial product manufacturer and subdivision of Haulotte Group \r\r
Virginia Beach is the home of the North America corporate office subsidiary for Haulotte Group. The expansive Haulotte USA headquarters facility hosts our parts distribution as well as all in-house customer care. A portion of our product line is designed and manufactured in the Archbold, Ohio factory. From scissor lifts to boom lifts, we offer a well-rounded range of products. Additionally, our highly skilled staff works relentlessly to ensure that our products meet the highest standards of quality, and that we provide exceptional customer service \r
\r
Haulotte's wide range of aerial lift equipment provides reliable and efficient solutions to meet the diverse needs of our customers. Haulotte Group's main headquarters is in France with factories also located in France, China, and Romania. We celebrate over 1900 dedicated Haulotte employees globally \r
\r
Join us in reaching new heights
