Service Call Administrator

Reports To: Controller
Location:Little Rock, AR
Department:Administration
Summary:

RP Power is a premier distributor of Kohler Power Generation Equipment.  Customer and product support is essential in our day to day operation of new equipment sales, repairs, maintenance and rentals. 

This position is responsible for the processing and coordination of service billing documentation for the power generation services provided to our customers.  Customer interaction with respect to billing activities will be required.  This position will be called on from time-to-time to assist any other areas as required and directed.

Roles and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, to include the following: 

Service Call Invoicing

  • Enter equipment records into a warranty system for new startups
  • Audit and fulfill customer-specific requirements (electronic billing, customer job forms)
  • Audit technician time, mileage and parts posted to work orders
  • Edit invoice descriptions and finalize work orders for invoicing
  • Audit service call input data (invoice and quote match) in preparation for customer invoicing
  • Close work orders; invoice commercial customers and RP Power sales
  • Process customer invoice and billing transactions for power generation rentals
  • Process the close of service and parts warranty claims
  • Coordinate and administer weekly service billing meetings

Customer Service

  • Set up new customer codes after credit approval
  • Resolve issues regarding customers on credit hold wanting to schedule service calls
  • Collect past due Parts and Service invoices
  • Create and process COIs (Certificate of Insurance) and IRS Form W-9s (Request for Taxpayer Identification Number and Certification) for customer requests to provide power generation support for their facilities
Minimum Qualifications/Requirements:

The requirements listed below are representative of the knowledge, skill, ability, and other characteristics required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

High School diploma required; one (1) year of experience and/or training in an accounting, administration, or related field.

Core Competencies:

Service Call Administrator Core Competencies (KSAOs):

Knowledge

Customer Service

Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Mathematics

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.

 

Skills

Communication

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.

Computer Skills

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).

Problem Solving

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.

 

Abilities

Adaptability

Accepts criticism and feedback.  Adapts to changes in the work environment.  Changes approach or method to best fit the situation.  Manages competing demands.

Continuous Learning

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.

Deductive Reasoning

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.

Language Comprehension

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.

 

Other Characteristics

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.

Teamwork

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.

Position Supplemental Information:

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Promotional Opportunities

With the planned growth of the organization this position has an opportunity to make a lateral move to a different position as they become available.  The Company strives to place employees in the right position for success for both the individual and the company.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.  Specific vision abilities required by this job include close vision, ability to distinguish colors and ability to adjust focus.