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