Who we are
All Access Equipment is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, and articulating loaders. We are the exclusive distributor of CMC aerial lifts in North America and we love it! We have a passion for helping businesses work safely, efficiently and in some of the most hard to reach places you can imagine.
What we do
At All Access Equipment, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that with our first class customer experience!
Our Service team provides lift inspections, warranty claims, service and preventative maintenance. We provide services both at our Massachusetts headquarters or in the field, right where our customers are.
The job
Our Customer Service Agents are our first point of contact for customers or dealers needing assistance.
Customer Service Agent’s receive customer phone calls, emails, social media messages, etc and turn them into solutions for our customers.
The agent will open cases for a customer, route a customer to a dealer or other department, process payments, assist in scheduling service, answer frequently asked questions as needed.
Working for the Customer Service Manager, Customer Service Agents build a relationship with our customers and help ensure that our customers get the solutions they need quickly and effectively.
Who we are looking for
We are looking for a bright, energetic and organized individual to take on this exciting opportunity! If you are professional on the phone, enjoy interacting with customers and love helping others, this is the job for you! Having a clear customer experience focus and strong project management skills will bring you great success in this role.
We are looking for someone with strong technical skills. We’re pretty advanced in technology to help serve our customers. If being on the cutting edge of customer service systems excites you, then this is a great opportunity for you.
We have an amazing team of experienced Service, Sales, and Training personnel.
If you like working on teams of driven individuals who love what they do, this is the right place for you!
Job Responsibilities
- Receive customer phone calls, emails, etc and turn them into solutions
- Open cases in our case management system and ensure they get assigned to the right team for resolution
- Answer frequently asked questions and provide resources to customers
- Ensure customer contact and lift ownership information is up to date
- Follow-up with customers to ensure the work has met their expectations
- Process customer invoices, billing, payments, etc as needed by the team
- Work with internal teams to build hand-off procedures to ensure that customers get to a resolution quickly and on the first call
- Assist the service team as needed
Requirements
- Organized and able to prioritize issues appropriately
- Demonstrated level of excellence with customer communication and follow-up
- Strong computer, phone, and software skills
Desired Qualifications
- Experience with Salesforce.com
- Experience in a call center or other customer facing role
- Ability to speak Spanish, Portuguese, or Italian is a plus
Benefits
- 8 Paid holidays
- 15 days PTO per year
- 401k
- Health & Dental benefits options
- Tuition reimbursement (approval required)