TEMP Triage Support

Marmon Link

As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

Under the direction of a Customer Service Manager, The OEM Support Representative - Level 1 Call Center Support (aka 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 in America up and running. Within our team, we are the friendly confident voice who answers the toll-free helpline. We are who 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

All Employees :

Working Conditions :

Work is performed in a professional office environment. Hours of work will generally be during the hours of 7 : 00am to 5 : 00pm with at least 40 hours a week but may vary according to special projects, deadlines, or other concerns.

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

Acknowledgement :

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate.

Compensation : $21 / hour

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.