Lead Customer Account Representative Job in Irvine 92614, California US
Position Description:
The Lead Customer Account Representative supervises and provides technical guidance to Customer Account and Application Support Reps and responsible for providing guidance, assistance, coordination and follow-up on all customer inquiries and perform problem analysis.
Lead Applications Support Representatives and Customer Account Representatives on team
• Provide guidance and training for team members.
• Coordinate and execute plans for team to meet KPI goals.
Respond to phone, fax and email inquiries from application users
• Answer general questions and refer more complicated issues to Applications Expert
Document and verify/“re-create” user problems
• Perform problem analysis to isolate the cause and escalates the issue to a programmer to fix.
• Use of Scientific method: iterations, recursions, interleaving, and the following characterizations: observations, definitions, and measurements of the subject of inquiry. Hypothesize issues using theoretical, hypothetical explanations of observations and measurements of the subject. Predict using reasoning include logical deduction from the hypothesis or theory. Experiment and test all of the above prior to escalating to Development.
• Proficient in: Suveyor, MS Excel Query STRSQL, STRQM/SQL, System I Navigatior.
• Record problem, using examples (i.e., screen shots of what areas the problem impacts) and send to Programmer/Analyst for de-bugging
• Expert in the RentalMan architecture and Functional Specifications and associated applications, such as: ZAUTO,RM JAMS,Web Applications, SRCFILEMF (Multilingual source member structure), Library list, Job Descriptions, Control Records and which programs use the control records. Design a green-screen using MS Word, define data elements/structures needed to be captured, define potential “control records needed”, and define “work flow”. Browse RPG source to isolate problems.
• Expert in System I architecture to support RentalMan: Nightly process, install application, apply PTFs, print program vs. printer files.
• Proficient in using SQL and I-Series queries.
• System I advanced management:AS400 Object based system, Spooled files/printer files, Job Control, Understanding interactive job/call stack/open files, Object Security (for example: Authorization Lists, User profiles, Groups), TCP/IP configuration.
• Log in each call and document actions taken for resolution.
Maintain record of phone calls
• Log in each call and document actions taken for resolution
Conduct special projects, as needed
• Test new or changed software functionalities
• Update website and maintain/monitor passwords
• Conduct training for customers.
• Performs related duties as assigned or requested.
To Apply Visit United Rentals, Inc.
Qualifications:
• Bachelor degree or an equivalent combination of education and work experience
• At least 5 years operations experience in the rental industry.
• Must have excellent customer service skills and strong PC skills
Working Conditions: Office environment; sitting at a desk and working at the computer
Disclaimer: Other duties assigned as needed.