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Customer Care Partner

Genfare
paid time off, 401(k)
United States, Illinois, Elk Grove Village
800 Arthur Avenue (Show on map)
June 04, 2024

Customer Care Partner
Location:


Elk Grove Village, Illinois, United States



Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry. By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.

How you will make an Impact (Job Summary)

The team is responsible for serving as the main point of contact and gatekeeper for all client communication: calls, emails, live chat, etc., Is proficient at answering all inbound calls, directing customer inquiries based on client needs, creating support tickets, looking up client product information and support status; answering emails, directing emails from group mailboxes, following up in a timely manner, conducting live chat, working with multiple customers at the same time and is open to new forms of communication as they develop. This team leads all parts, media, and technical support quotations and purchase order conversions for the business.

Is an exceptional trainer of the team and sets a good example as a client advocate who takes the time to understand the client's need, translate this need into action, and see all requests through completion even when transitioned to another team. Is comfortable with conflict and is able to work with the client to reach a positive resolution.

Is collaborative with internal teams in addressing client issues from finance and repairs to technical support and senior leadership. Is willing to step out of their comfort zone to develop proactive solutions to meet our client needs.

Comfortable reviewing pricing strategies on parts, reviewing delivery performance against committed requests and shipment dates, preparing statistical and analytical reports, handling information requests, and performing clerical functions such as preparing correspondence, scheduling, and supporting business functions in several departments as needed.

What you can expect in this role (Job Responsibilities)



  • Creates quotations and convert orders for parts, media, repairs and technical services
  • Reviews pricing strategies and delivery performance of all parts orders
  • Collaborates with peers to identify process improvements to elevate the client experience
  • Answers all inbound correspondence: telephone, email, and live chat, transferring to appropriate departments as needed
  • Proactively support Customer Care team members in resolving problems and preventing them from occurring when possible.
  • Must be able to remain calm and professional in all circumstances
  • Demonstrate a high level of follow through to see calls, emails and client direction through resolution
  • Enter customer technical support tickets
  • Performs data entry and exports of customer information, creates quotations, converts orders using the SAP Software system
  • Coordinate all customer training with the technical services and field services teams


  • Generates and manages reports in excel
  • Tracking revenue monthly by department
  • Issuing assignments or escalating work efforts as needed
  • Manages and releases invoices for customer payment as needed
  • Completes special projects as directed by Management



What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience



  • 5+ years of experience in the field or related area
  • Equivalent combination of education and experience



Preferred Knowledge, Skills, and Abilities



  • Excellent written and verbal communication skills;
  • Knowledge of SAP software, CRM software, Customer Portal software and Microsoft Office Suite


  • Common sense understanding to carry out instructions furnished in written, oral or diagram form


  • Exceptional attention to detail and accuracy
  • Customer service oriented
  • Proactive attention to detail and accuracy
  • Positive attitude and collaborative approach
  • Adaptability and flexibility to learn new skills to meet the changing business needs
  • Strong ability to work with people at all levels within and outside of the organization
  • Familiarity with fare collection desirable



Education & Certifications



  • Bachelor Degree preferred/ not required



How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:



  • Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
  • Competitive health insurance plans and 401(k) match, with benefits starting day one
  • Competitive and performance-based compensation packages and bonus plans
  • Educational assistance, leadership development programs, and recognition programs



Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.



ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.


SPX TOTAL REWARDS

At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.


OUR VALUES

  • Integrity
  • Accountability
  • Excellence
  • Teamwork
  • Results


At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.


WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.



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