Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.
Under the direction of a Support Contact Center Supervisor, the OEM Support Representative - Level 1 or Triage plays a critical role in supporting restaurant and kitchen staff in using, troubleshooting, and maintaining a variety of foodservice equipment. An employee must be able to effectively communicate information and respond to questions from End Customers, Field Service Technicians, and OEM business partners. Our team helps keep the busiest kitchens and convenience stores up and running. Within our team, we are the friendly confident voice who answers the toll-free helpline. We are the team that our equipment manufacturers and customers trust to help save the day when “life happens.”Essential Duties and Responsibilities
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.
The primary responsibility of this position is to be the first point of contact for our customers.The OEM Support Representative is accountable for various functions related to documenting customer needs, proactive problem solving to ensure One Call One Resolution, or appropriate handoffs to the Advanced Support team when needed.The OEM Support Representative is responsible for performing a thorough qualifying process with each caller which includes gathering contact information, equipment details, and determining warranty status and the appropriate next step(s) to support the caller.Our OEM Support Representatives will work in our fast-paced, high-volume call center environment and is responsible for 60+ inbound/outbound calls a day from and to foodservice equipment users and servicers.This position spends 75% or more time on the phone and includes receiving a high volume of inbound calls and performing outbound return calls to customers.Actively listen to customers to help identify the best course of action to meet their needs.The OEM Support Representative performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction.In addition to knowledge, our top performers have a passion for excellence, outstanding communication and organizational skills, and the ability to readily build relationships over the phone.Required Qualifications, Skills/Competencies
High school diploma / GED is preferred or equivalent work experience.2+ years Customer service and high-volume call center experience preferred.Excellent written and verbal communication skills; will be expected to become proficient in some foodservice & kitchen equipment terminology.Ability to prioritize and manage multiple tasks and sensitive deadlines.Must have working knowledge of the following Microsoft products: Excel, Outlook, and Word Experience along with experience using an online customer management system with ability to learn new systems.Strong work ethics, enthusiastic, willing to work with others and contribute to the team atmosphere.Bilingual communication skills are a plus.Compensation: $21.00 per hour USD
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.