Water Heater Technical Support Agent - Tier 2
A. O. Smith
- Ashland City, TN
- Permanent
- Full-time
- Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
- Answering incoming calls and emails, as well as following up on previous issues with customers solving moderately complex electric and gas water heater equipment issues on multiple product lines,
- Documenting call, installation, and product information
- Researching moderately complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
- Remains educated and up to date on current and new products' technical aspects on multiple product lines of water heaters and related equipment.
- Assess caller's abilities and refer non-service professionals to service providers when needed while following warranty processes.
- Makes warranty related decisions for moderately complex water heating and related equipment approx. $3,000.
- Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
- Refers callers for purchasing as needed.
- Inputs product registrations. Utilizes drawing system to view specifications about a product; example switch pressures.
- Review and generate wiring diagrams.
- Review and generate water, fuel, and venting piping diagrams.
- Reviews proofs of purchase for legitimacy.
- Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
- Perform other duties as assigned.
- High school diploma or GED in related field
- 3+ years of related work experience or training
- Prefer mechanically inclined individuals with previous plumbing or electrical experience.
- Prefer previous call center experience.
- Must be able to type a minimum of 40 words per minute.
- Requires an understanding of the design, function, installation, operation and repair of water heaters.
- Requires understanding of combustion and the environment in which the water unit is located.
- Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
- Demonstrated proficient verbal and written communication skills.
- Demonstrated troubleshooting and problem-solving skills
- Software and hardware operation as well as keyboarding experience
- Willing to work a 40-hour schedule within open hours of operation, 7:00 am - 7:00 pm Monday - Friday; rotational 8:00 am - 6:00 pm Saturday.