Careers

CUSTOMER SERVICE TECHNICIAN I

Job Description 

Job Title: Customer Service Technician I

Department: MC/SMT Service

Reports To: MC/SMT Service Manager

FLSA Status: Non-Exempt

Date: 8/26/22

Summary/Objective
The Customer Service Technician I is responsible for ensuring the care of customers and service companies by providing the services necessary to ensure accurate and timely repair of our products through technical analysis and parts orders.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide excellent customer service to both internal and external customers while maintaining a high level of professionalism.
  • Communicate with end-user customers, technicians, and service companies to effectively troubleshoot and satisfactorily resolve technical issues.
  • De-escalate situations involving dissatisfied customers, offering to serve as primary contact until resolution is achieved.
  • Demonstrates a technical understanding of all Mart Cart and/or SMT products, including but not limited to Mart Cart branded units (all models), Care Chairs, Shoppers Aids, and SMT system components.
  • Process e-mails and phone correspondence from service companies or customers.
  • Generate accurate parts orders when received from customer via email, phone, etc.
  • Authorizes warranty work.
  • Provide follow-up with customers and/or internal departments to ensure fulfillment of orders, and satisfactory resolution of all issues, as appropriate.
  • Files Service Department records daily.

    Competencies

    • Functional/Technical Skills
    • Communication Skills (Verbal and Written)
    • Customer Focus
    • Detailed Oriented
    • Flexibility
    • Analytical Thinking
    • Collaboration
    • Multi-tasking
    • Problem Solving n

    Supervisory Responsibility
    This position has no direct supervisory responsibilities.


    Work Environment
    Majority of time spent will be in an office environment. Long periods of sitting is required. Time will be required in Warehouse and Production facilities that may include machinery, high heat levels during summer months, and noise from tools. While performing some of the duties of this job, the employee may be exposed to noise and vibration from the tools. Personal Protective Equipment may be required in some instances such as safety glasses and/or gloves. Hearing protection is provided and required if noise is excessive.


    Physical Demands
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    While performing the duties of this job, the employee is regularly required to sit and stand for long periods of time. The employee is frequently required to use hands and fingers to handle, or feel objects, tools, or controls and to climb or balance. The employee is required to walk, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.

    The employee must regularly lift, push, pull, and grip. Must be able to lift and walk with up to 40-pound object. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.


    Position Type/Expected Hours of Work
    This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.

    Preferred Education and Experience

    • High School Diploma or equivalent.
    • One year of related experience preferred

      AAP/EEO Statement:  APC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

      Other Job Duties:  This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of APC are expected to perform tasks as assigned by APC supervisory/management personnel, regardless of job title or routine job duties.

      For inquiries, please contact:

      Joseph Stephens, H.R. Manager
      Tel:  (479) 246-6402
      Email:   [email protected]