Customer experience manager h1.location_city

POSITION: Customer Service Representative (CSR)

REPORTS TO: Repair Shop Manager

LOCATION: Fresno, CA

SALARY: $16.90 to $21.00/ per hour, DOE

Company Overview:

Established in 1913, Electric Motor Shop is a premier electrical contractor, motor repair shop and electrical supply wholesale distributor. Our state‑of‑the‑art repair facility offers all levels of motor and pump repair, service and rewinding, with 24‑hour service availability. Our supply division has one of the largest stocking warehouses in Central California. We also have a fully licensed professional contracting division capable of providing service for small to large industrial projects, including custom panel design and installation, PLC programming, AC drives, and transformer installations.

JOB SUMMARY:

The Customer Service Representative at the electric motor repair shop supports both front-line service and back-end operations. They assist with loading and unloading equipment, handle sales transactions, and process invoices through the ERP. They record job intake details, route tasks to shop and delivery staff, and compile reports for high-horsepower motor jobs and specialized services. Additional duties include managing petty cash, entering timecard data, maintaining inventory accuracy, and organizing job materials. They also respond to customer concerns professionally and help keep the shop clean and organized as needed.

RESPONSIBILITIES:

• Serve as the first point of contact for customers by greeting visitors at the front counter, assisting with job intake & service requests, and answering incoming phone calls
• Load and unload customer equipment, and assist with loading and unloading company trucks as needed
• Invoice customers on the repair shop ERP
• Receive cash and credit card payments and enter on both ERPs
• Process, record, and apply customer payments to open invoices and customer accounts within the ERP system.
• Record incoming job information: pictures, customer and name plate detail
• Route and assign tasks for repair shop delivery person
• Follow up with customers for will calls, quotes and P.O.'s
• Compile and send reports to customers for alignment and vibrations jobs
• Compile and send reports to customers for 100+ HP motors
• Consolidating & organizing job pallets and cleaning & organizing the shop
• Monitor and correct inventory of customer jobs as necessary to include replacing tags, relocating jobs and removing old jobs that will not be repaired
• Maintain & update excel reports for management
• Enter mechanics timecard details in payroll
• Filing & scanning: work orders, delivery slips/ pick up slips
• Track and reconcile petty cash drawer
• Respond to customer complaints and concerns in a professional manner
• Deliver excellent service to ensure high levels of customer satisfaction
• Occasional Saturday work to clean and organize shop
• All other duties assigned by management

REQUIREMENTS:

• Working experience interfacing with sales and accounting
• Abide by all safety/environmental regulations
• Proficiency in Microsoft Office including Outlook, Excel and Word
• Proficiency in computer software for accounting and all job processes
• High school diploma or equivalent qualification
• Excellent communication, professionalism and interpersonal skills

PREFERRED:

• Knowledge of industrial electric motor and pump application, repair and maintenance
• Knowledge of electrical parts inventory and industry
• Working experience interfacing with sales and accounting
• Experience with rigging and lifting heavy loads, and operating overhead cranes
• Forklift operation experience

PHYSICAL DEMANDS:

• This position is active and requires standing, walking, crawling, bending, stooping, crouching and climbing at times
• The employee must be able to lift and/or move items up to 50 pounds
• Daily use of PPE including safety glasses, and hearing protection & respirator when needed

Disclaimer: This Job Description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required of personnel so classified.