• Illinois Tool Works
  • $33,055.00 -57,290.00/year*
  • Schaumburg, IL
  • Customer Service/Call Center
  • Full-Time
  • 800 Beacon Dr

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  • Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
  • Utilize current system to properly log and page service calls
  • Distribute faxes and electronic calls as needed
  • ITWs Food Equipment segmentdesigns and manufactures advanced ware wash (dishwashing), cooking,refrigeration, and food processing equipment and provides service for institutional,industrial, restaurant, and retail customers around the world. ITWs foodequipment businesses are highly branded with industry-leading positionsdifferentiated by innovation and unique, integrated service offerings. Thesewell-known brands meet the needs of their global customers by focusing on theindustrys most critical issues and trends: sustainability, ease of use,performance, and on-site service.At ITW Food Equipment Group, people and food are our passion. We believe great food brings people together, and the relationships we share feed our inspiration to be the best we can be for one another.Our family of premium brands has been dedicated for more than a century to supporting those who are not only passionate about creating great food, but are inspired by the people they serve and come to know on a daily basis.Key Brandings include:ITW Food EquipmentHobart Service

    ITWs Food Equipment segmentdesigns and manufactures advanced ware wash (dishwashing), cooking,refrigeration, and food processing equipment and provides service for institutional,industrial, restaurant, and retail customers around the world. ITWs foodequipment businesses are highly branded with industry-leading positionsdifferentiated by innovation and unique, integrated service offerings. Thesewell-known brands meet the needs of their global customers by focusing on theindustrys most critical issues and trends: sustainability, ease of use,performance, and on-site service.
  • Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications
  • Identify service offices and/or personnel where intervention may be needed to improve processes
  • Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
  • Coordinate field notification, tracking and payment of SPIFF programs
  • Track Office Information Screen/SMS Scheduler updates, print, and follow-up as necessary
  • Train and assist in the development of new hires
  • Handle other projects as required
  • AccreditedHigh School diploma or GED
  • 2 years in customer support and service experience required
  • Proficient with Microsoft Office Products to include Outlook, Word, and Excel
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
  • Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
  • Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
  • Demonstrates the understanding of working in a team environment and exhibits the ability to turn team diversity into an advantage
  • Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
  • Recognize changing customer needs and determine process/procedure updates and/or requirements
  • Work with IT regarding customer needs when appropriate
  • Ability to communicate effectively verbally and in writing
  • Requires strong interpersonal skills and the ability to build trust and rapport with the field service team and third party servicers as well as both Key and non-Key Accounts
  • Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
  • Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain pleasant and professional image
  • Associates degree
  • Proficient with Microsoft Office Products to include Access and Power Point
  • Bilingual
  • Field experience a plus

  • Associated topics: agent, agente de servicio al cliente, call center associate, call center specialist, customer care, customer care representative, phone, platform support, product support, telephone service representative

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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