• Rental and Service Customer Service

    Job Locations US-MI-Grand Rapids
    Posted Date 3 weeks ago(1/2/2019 3:34 PM)
    Job ID
    # of Openings
    Customer Service/Support
  • Job Summary

    Reporting to the Manager of Service and Rentals, the Rental and Service Customer Service Rep has primary responsibility for supporting the Service and Rental function to ensure that rentals are prepared properly by following the rental repair system.  This position is located in Grand Rapids, MI.

    Major Responsibilities

    • Answers incoming calls for service and rental related issues
    • Determines customer needs by asking appropriate questions to assure correct tool or machine for their particular situation
    • Takes rental orders from customers, provides quotes, for both walk in and phone orders, e-mail requests. Provides same for branches as needed.
    • Searches FACTS system when tool is returned to make sure that rental is invoiced for proper amount of time. Determines when first ticket was keyed to pick up tool.
    • Bills customer when returned, credits invoice if appropriate.
    • Performs inventory control in FACTS when placing Colony inventory into rental inventory
    • Loads and unloads rental machinery into customer’s vehicles as requested.
    • Picks rental contract items and takes them to the Shipping Department to be scheduled for delivery. Creates and attaches labels and prepares for shipment.
    • Services walk-in counter rental or service customers.
    • Meets rental deadlines, tracking date of request and date needed. Puts items on reserve when requested and follows through to make sure item is shipped on proper day.
    • Reads tool schematics for parts orders. Ensures that customer is getting proper part by identifying correct part number.
    • May use FACTS system to catalogue all inbound tools from customers for repair by preparing ticket and making sure it has it’s own document and tag number.
    • Review warranty documents and expedites warranty issues
    • Invoices/bills completed tool repairs
    • Receives parts orders, picks them from inventory and takes them to Shipping Department to be scheduled for delivery.
    • Issues credit for repair/parts orders as necessary
    • Makes outbound calls to customers to inform that that their repairs are ready for pick up.
    • May reconcile credit card billing at day end
    • Creates purchase orders and gets RA numbers from vendors before sending out to outside vendors. Receives purchase orders when outside tool repairs are complete
    • Must return customer phone calls and e-mail inquiries in a timely manner for both service and rental.
    • Works effectively with the outside sales team on rental and service related issues, communicating with them regularly
    • Must be available for emergency service or rental issues as needed
    • Other duties as assigned.

    Minimum Requirements

    • High school degree or equivalent.
    • Minimum one year experience in an office environment using computer software. Prefer production/manufacturing environment.
    • Ability to work independently, prioritize work and perform multiple tasks
    • Must have excellent time management skills
    • Must be proficient on the FACTS or similar software as well as Outlook, Word, and Excel.
    • Demonstrated organizational skills and attention to detail
    • Excellent communication skills including speaking, reading and writing in the English language.
    • Must have excellent customer service skills and demonstrate a customer service mindset when dealing with internal and external customers.
    • Must be forklift certified


    Essential functions:

    • Must be able to lift up to 75 pounds
    • Must be able to enter and exit vehicles
    • Ability to review and interpret computer images and written documents
    • Analytical ability including basic math skills
    • Ability to listen to and interpret customers needs
    • Communication skills including speaking, reading and writing

    Equipment Used:

    • Computer
    • Telephone, fax machine, scanner, credit card machine
    • Copier
    • Calculator
    • Forklift
    • Manual and electric pallet jack

    Additional Comments:


    Must be able to work a flexible schedule.  Excellent attendance, punctuality and customer service mindset are mandatory.



    Colony Hardware is proud to be an Equal Opportunity Employer and encourages applications from women, veterans and minorities.


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