Service Call Administrator Core Competencies (KSAOs):
Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to apply basic algebraic and mathematical concepts such as addition, subtraction, multiplication, and division.
Planning and Organizing
Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Automated office systems and handheld device systems to include, but not limited to, Microsoft Office Applications (Word, Excel, and PowerPoint) and scheduling applications (Dynamics GP).
Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to respond to common inquiries from customers, regulatory agencies, or members of the business community. Ability to deliver financial quotations and specification information sheets to prescribed style and format. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Safety and Security
Employees are expected to observe all safety and security procedures. This applies especially in the warehouse and service yard areas. These are working areas where forklifts are in operation, stacks of equipment are present, moving vehicles which not only include service vehicles but large transport trucks as well. Employees are expected to use extreme caution while in these areas and report any potentially unsafe condition or activity.
Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.