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