(CSSNA) Service Administrator - III

KYYBA, Inc

Rocky Hill, CT

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JOB DETAILS

SKILLS

Administrator Documentation, Business Solutions, Calendar Management, Communication Skills, Computer Software, Customer Relations, Customer Response, Customer Support/Service, Customer/Client Research, Data Collection, Data Management, Documentation, Identify Issues, Internet/Online Service, Interpersonal Skills, Lead Management, Problem Solving Skills, Sales Management, Software Administration, Team Player, Telephone Skills, Time Management

LOCATION

Rocky Hill, CT

POSTED

1 day ago

Description:
Job Summary: Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
Key Responsibilities: Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. Assesses customers needs and gathers pertinent information creates basic work orders in appropriate systems. Provides some status updates to customers, as requested
Qualifications and Competencies: Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manage conflict - Handling conflict situations effectively, with a minimum of noise. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Directs work - Providing direction, delegating, and removing obstacles to get work done. Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions. Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity. Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking. Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using *** published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement. Technical Escalation - Obtains technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner. Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to have an accurate record of the work done. Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Education, Licenses, Certifications: High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. This position may require licensing for compliance with export controls or sanctions regulations.
Experience: Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Top 3 Skills you are looking for:
1. Multi-tasking
2. Computer Skills
3. People Person
**Additional Manager notes**
This role involves a high volume of customer interaction, including answering phone calls, providing quotes, scheduling service appointments, creating work orders, responding to emails, and maintaining clear communication with both customers and internal teams.
Strong interpersonal and communication skills are essential. The ideal candidate must be customer-focused, able to work effectively with others, and consistently provide white-glove customer service.
Punctuality and professionalism are critical requirements for this position. Candidates must also be comfortable adhering to ***' dress code and workplace expectations. These requirements are non-negotiable.
Candidates should have 1 3 years of experience in the automotive service industry. Experience in power generation is highly preferred and will be considered a strong asset.
***Max pay rate ***/hourly***
This is a 6-month contract position with the potential for extension based on business needs and performance.
The role is fully onsite and requires a Monday through Friday schedule from 8:30 AM to 5:00 PM. There is no flexibility with these hours. Please do not submit candidates who are unable to commit to this schedule, as it is a firm requirement for the position.
When the hiring manager is ready to begin the interview process, selected candidates will be invited to participate in a 30-minute Zoom interview.

About the Company

KYYBA, Inc

Kyyba group of companies are privately held and specialize in staff augmentation, application software and project solutions. In operation for more than 15 years, we have earned an enviable track record and reputation within all the industries we serve. Our unique processes and maturity enables us to understand the needs of the business organizations and provide business solutions that match the real and compelling needs of our customers.

Headquartered in Michigan, Kyyba has multiple office locations and we serve local, regional and national client base consisting of Fortune 500 and middle market companies. Kyyba extends the above solutions and services to a broad spectrum of industry verticals ranging from automotive, insurance, technology, financial, transportation, government and so on.

COMPANY SIZE

100 to 499 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

1998

WEBSITE

http://www.kyyba.com/

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