Create service orders initiated by phone or email from guests and owners.
Follow up with customers to schedule and advise customer of scheduled time and date of service.
Follow up with guests or owner to ensure completion and satisfaction of requested work done.
Confirm time and any expenses or parts incurred in order for billing to be completed.
Ensure that Service Department meets high standards of quality and efficiency so that guest satisfaction is optimized.
This job requires Saturdays and may require some overtime during season.
Jackson Mountain Homes seeks a full time Service Desk Specialist to work at our Gatlinburg, TN office at 1662 E Parkway, Gatlinburg, TN 37738.
Company offers a health care program as well as a vested program that offers 401k with company match. Also offered is a company funded pension and profit sharing after one year.
This job requires a candidate who can handle pressure situations based on the company’s growth and who will also be in contact with unhappy customers and owners due to service issues. If you cannot handle stress in a good natured manner and if you are not highly organized, this is not the job for you.
Serves guests by creating and analyzing work orders, investigates complaints of customers and ask questions to properly identify the problem. Schedule the appropriate type of technician for the service call.
Follow up with customers prior to dispatch to advise customer of scheduled time and date.
Review service orders to ensure equipment and time is accurate to be billed.
Maintain rapport with customers by examining complaints, identifying solutions, suggesting improved methods and techniques and recommending system improvements.
Update service orders with technician time, equipment and materials used, notes from the customers/owners, and technician notes.
Maintains customer confidence by expressing technical understanding of customers’ problems and needs. Note: Other duties as assigned by supervisor or management
Education/Experience: High school diploma or equivalent and two years experience in help desk environment or similar industry. Special consideration will be given to those who exhibit exemplary performance.
Organizational ability, hard worker, interpersonal skills, communication skills, attention to detail, ability to prioritize tasks, flexible worker, logic and reason.
The position involves the continuous use of the internet and computer software. You must be very comfortable with computers.