Job Description

THE REMI GROUPofCHARLOTTE, NCis looking to hire aFULL-TIME SERVICE REPRESENTATIVE IN THE SERVICE DELIVERY DEPARTMENT, THE HEART OF THE COMPANY. This is a fantastic opportunity for someone who thrives in situations where they interact with and help people! Are you a result driven customer service professional with a positive and energetic personality? Do you enjoy having a direct impact on the clients' first impression of the company? If so, please read on!

This Service Representative position earns a competitive salary,PLUS THE POTENTIAL TO EARN ADDITIONAL COMPENSATION THROUGHOUT THE YEAR. We also offerEXCELLENT BENEFITS, including MEDICAL, DENTAL, VISION, A 401(K) WITH EMPLOYER MATCH, GENEROUS PAID TIME OFF (PTO), PAID HOLIDAYS, OVERTIME PAY AND ADDITIONAL PAID TIME OFF FOR WORKED HOLIDAYS, LIFE INSURANCE, SHORT AND LONG-TERM DISABILITY, MILITARY LEAVE, EMPLOYEE ASSISTANCE PROGRAM, TUITION ASSISTANCE, TELECOMMUTING OPPORTUNITIES, HANDS-ON TRAINING FROM OUR TEAM OF EXPERIENCED PROFESSIONALS, AND OPPORTUNITIES FOR ADVANCEMENT. If this sounds like the right opportunity for you, apply today!

ABOUT THE REMI GROUP

Founded in 1998, we are a leading equipment maintenance management program (EMMP) provider for healthcare, higher education, government, and commercial market segments nationwide. We manage 29 state contracts. Our programs reduce our clients' cost of maintaining a portfolio of equipment while delivering improved equipment performance, reduced equipment downtime, and enhanced customer satisfaction. We are vendor-neutral and recognize that our allegiance is to the customer. We have made Inc.'s list of the 5,000 fastest-growing companies multiple times.

Maintaining high levels of exemplary customer service is critical to our success the Service Delivery department maintains a customer satisfaction rating of 4.79/5. In order to hire and retain customer service professionals who share our values of positive attitude, providing open and honest communication, being customer-centric, having a passion for the work we do, and being respectful, we work hard to be anEMPLOYER OF CHOICE. We offerCOMPETITIVE SALARIES,GENEROUS BENEFITS, and aFUN, POSITIVE WORK CULTURE. We have been a recipient of theCHARLOTTE BUSINESS JOURNAL'S BEST PLACES TO WORK AWARDforSEVERAL CONSECUTIVE YEARS!

WHAT WILL THE ROLE LOOK LIKE?

As a Service Representative at Remi you will provide customer service to clients on customized accounts by creating service tickets in the company's proprietary database, dispatching applicable service events on covered equipment as per the contract terms and conditions, and providing necessary follow-up until the service issue is resolved. As a customer service professional, it is imperative to build strong business relationships with vendors and clients by exhibiting empathy and patience during every interaction. In this role, the most successful reps have the ability to analyze each service event to determine the best course of action based on the client's needs and the company's policies. This requires critical thinking and a deep understanding of the company's mission, values, and processes.

You will:

• Dispatch service according to contract coverage; coordinate and manage service events by issuing service limits, and recording detailed service event information into the internal proprietary system, while meeting performance metrics
• Educate new customers of the service call process as needed
• Contact customers to ensure satisfaction of vendor response time and quality of services performance
• Follow up with vendors to obtain the status on open service events and keep the customers updated
• Escalate service events to management that require a higher level authority including but not limited to actual cash value (ACV), limit of liability (LOL), vendor price gauging, large loss, and misleading information from customers
• Consult with all operation departments on customer issues in a timely manner to ensure resolutions that provide a great customer experience
• Coordinate with Engineering on the technical aspects of the repair, losses greater than $7,500, and education of equipment and/or parts
• Attend weekly staff meetings
• Available for on-call rotation and shift changes
• Special projects assigned by Supervisor

DO YOU HAVE THE FOLLOWING?

• 2+ years of Customer Service experience preferred
• Track record of success building relationships and delivering exemplary customer service
• Ability to work autonomously and in a team setting
• Ability to read vendor invoices, field service reports, and equipment contracts
• Ability to apply analytical skills and critical thinking with attention to detail
• Ability to communicate professionally both written and verbal in an excellent manner
• Must have excellent organizational and time management skills with the ability to prioritize in a fast-paced environment

REMI IS AN EQUAL OPPORTUNITY EMPLOYER AS DEFINED BY THE EQUAL EMPLOYMENT OPPORTUNITY COMMISSION.

IN COMPLIANCE WITH THE ADA AMENDMENTS ACT (ADAAA), IF YOU HAVE A DISABILITY AND WOULD LIKE TO REQUEST AN ACCOMMODATION IN ORDER TO APPLY FOR A POSITION WITH REMI, PLEASE CALL704-887-2920.IF YOU HAVE ANY QUESTIONS OR COMMENTS, PLEASE CONTACT HUMAN RESOURCES AT THE SAME PHONE ABOVE.

JOB POSTED BY APPLICANTPRO