Customer Service Representative

Qualifications

• Ability to work in a team-oriented atmosphere
• Ability to handle a fast-paced environment
• Exceptional customer service skills including ability to handle heavy volume of calls
• Strong time-management and attention to detail
• Proficient on computer using Microsoft Suite and ERP systems
• Strong verbal and written communication skills

 
Responsibilities

• Customer service representative to work in a dynamic role across multiple functions to ensure a smooth flow in the service department
• This includes working closely with critical environments, maintenance, and the dispatch team
• The customer service representative is responsible for accurately maintaining databases, fostering customer relationships, and assisting in verifying the accuracy of invoices
• This fast paced, hands-on, team-oriented position works closely with dispatch, service managers, sales, accounting, and other departments as needed
• Serves as primary point of contact for customers, technicians, sales representatives, and service managers to support the service team
• Foster and maintain business relationships with current and potential customers through excellent customer service
• Answering multi-line phones and receives all calls in a pleasant manner
• Coordinate scheduling and dispatch service technicians to customer locations accurately for service calls, maintenances, and critical environments
• Provides the technician with all pertinent job-related information and documentation so that the technician can perform the work
• Reviews open work orders and assists with the dispatch board
• Works to help build cross functional relationships with critical environments and maintenance functions into service, sales, and purchasing
• Work closely with billing to ensure the invoicing process for customers is correct
• Confirms technician’s time daily and ensure that all related service tickets and log sheets are attached to the appropriate work order
• Responsible for communication and status updates with all necessary parties (management, sales, purchasing, customers, dispatchers, etc.)
• Ensure warranty work is submitted to vendors in the appropriate time frame
• Develop and deploy new critical environment, maintenance, and dispatch projects with service PMs
• Responsible for exercising discretion and independent judgment in planning, scheduling, coordinating, controlling, directing activities of all operational resources, and labor hours
• Meet with purchasing and service manager as needed to ensure all work schedules are going to be met on time
• Provide exceptional customer service skills including the ability to handle a heavy volume of calls while maintaining a positive and upbeat demeanor
• Maintain professional demeanor when working both customers and co-workers
• Performs other related duties as required