About this role
Overview: The Customer Service Representative’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in “Real-time” to complete close out process to help maintain the quality of services to our customers.
Responsibilities
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Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
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Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
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Work within customer portals to provide quotes and perform follow up calls with customers
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Create, open, assign, and/or close work order requests
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Real time updates via notes in each work order description and various client portals
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Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews
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Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call
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Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required
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Dispatch technicians to calls in line with their department and abilities
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Maintain service department filing
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Provides updates on parts ETA
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Billing for customer service calls
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Own and maintain service job life cycle within our utilized software
Requirements/Qualifications:
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3 years of customer service experience in a sales/office/corporate setting
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High School diploma or GED
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Construction/Mechanical/Service industry experience
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Ability to work as a team player
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Ability to multitask in a fast-paced environment
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Verbal & written communication skills
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Attention to detail and organization
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Proficiency in Microsoft Word, Excel, & Outlook