About the 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: • 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
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