Customer Service Rep / Service Writer

Customer Service Rep / Service Writer

Job Category : Administrative

Requisition Number : CUSTO004331

Posted : June 18, 2025

Full-Time

On-site

Austell EM

330 Lee Industrial Blvd

Austell, GA 30168, USA

Job Details

Description

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest assetour employees.

What You Will Be Doing

As the customer service representative (on-site), you will be essential in ensuring the proper communication within the Machine Service Center as well as with customers, internal and external. You will serve as the initial contact for customer shop repairs. You will quote, schedule, open, close and track jobs. This position will also be responsible for monitoring cost of the job versus invoice amounts, setting target dates, and tracking jobs. Your goal is to ensure customer satisfaction.

Primary Responsibilities

Quote machine repairs.

Act as the initial contact for customers and communicate with them regarding their repairs.

Manage jobs by opening, closing, tracking, and scheduling as needed.

Monitor the cost of the job versus the invoice amount.

Preorder parts and communicate tooling needs to Team Leaders.

Meet and maintain company metrics in service performance.

Additional Responsibilities

Participate in required safety program, and work in a safe manner.

Additional duties as assigned by manager.

Who We Are Looking For

To be successful in this position you should have excellent communication skills. You should possess a strong sense of urgency and desire to provide superior customer service with a diverse and detailed knowledge of Caterpillar products as related to service and repairs. The ability to take direction and work in a team environment is essential to this position as well.

Education / Experience

Specific industry experience desired or equivalent college degree.

Required Qualifications / Skills

Excellent communication and customer service skills.

Diverse and detailed knowledge of Caterpillar products as related to service and repairs. Generally this may encompass 3-5 years experience with troubleshooting and repairs.

PC skills

At least two (2) years assisting customers with accounts in person and over the phone

Experience prioritizing work flows that have fluid demands

Extremely organized

Preferred Qualifications / Skills

Microsoft office

Basic Computer skills

Values

At Yancey Bros. Co, we are always looking to add people to our team who share our core values :

Safety : We value the lives and health of our team and customers above all else.

Integrity : We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.

Teamwork : We work as one across our organization for the benefit of our customers.

Excellence : We strive to be the best, continuously improving our customers' experience and the solutions we provide.

Sense of Urgency : We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values :

Acting in a safe manner

Exhibiting honesty and integrity

Acting in a fair and ethical manner

Team mentality

Delivering quality results

Embraces change / improvement

Exhibiting superior customer service skills

Exhibiting pride and ownership

Working with a sense of urgency

Exhibiting a winning attitude

What We Offer

Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

Competitive Pay

Individual Bonus Opportunities Available

Technician Tool Allowance

401k Plan Strong Company Match

Employee Profit Sharing

Financial Wellness Coaching

Employee Wellness Program

Medical, Vision, Dental Insurance

Prescription Drug Coverage

Flexible Spending Accounts

Short & Long Term Disability

Group Life Insurance

Personal Time Off

Paid Holidays

Paid Sick Leave

Career Development

Tuition Reimbursement

Ongoing Training

Advancement Opportunities