Summary

Under limited supervision of the General Manager, performs various secretarial, office support, and customer service-related tasks according to standard operating procedures. Working hours are from 8:00 to 5:00. 

The Customer Service Associate is a direct report to the General Manager, but also has responsibilities to support other office personnel including, but not limited to, Service Managers, Business Development Managers, and Technicians.

Duties and Responsibilities

• General
  • Complies with work scheduling and attendance requirements.
  • Consistently represents the company and its services in a positive manner while taking calls from customers, dispatching as necessary and giving resolution to the caller’s request.
  • Effectively keeps customer accounts updated which also includes extra service billing, collections, and retention.
  • Responsible for contract bookings (repair, modernization, and maintenance)
  • Upgrades non-maintenance customers to maintenance contracts.
  • Reviews payroll weekly and make necessary changes to ensure hours are correct for field employees.
  • Complies with the rules of operation, procedures and policy when using company computers.
  • Receives, opens, screens and routes daily mail to appropriate office.
  • Organizes and maintains the local branch for the company which includes keeping the office neat, filing, and ordering supplies when needed.
  • Verifies and tracks expense reports for field and other personnel.
  • Performs other related duties incidental to the work described herein. This is not intended to be an exhaustive list of all responsibilities and duties required.
• Inspections
  • Provides proposals for customers that do not have inspections as part of their service contract.
  • Schedules inspection, coordinating with Service Supervisors.
  • Sets up repair jobs.
  • Bills completed jobs.
  • Ensures callback is billed, when necessary, and provides updates to customers as they incur callback charges. 
  • Provides tickets for technicians one month in advance.
• Safety
  • Submits and files Safety Documentation.
  • Makes sure safety meeting binder has all meetings in the safety binder for the prior month.
  • Posts meeting sign-in sheet at the end of each week.
  • Keeps record of Safety Audits.
  • Notifies General Manager of any deficiencies on a weekly basis.
• Modernization and Repair
  • Assists General Manager in Modernization Projects orders.
  • Generates purchase orders and sends to vendor.
  • Keeps material log for projects.
  • Recommends repair sales from customer inquiries/ time ticket review/ technicians recommendation/inspections to customers based on local office policy.
• Field Support
  • Provides tickets numbers to technicians.
  • Provides purchase order support, as necessary.
  • Provides support for new cell phones or phone supplies (i.e. batteries, chargers).
• Administration Duties
  • Sets up Repair Contracts – folder, permits, etc.
  • Sets up Modernization and Construction Contracts – folders, permits, etc.
  • Ensures annual documentation is prepared and ready to go out (i.e. Service Job Folders, State Licenses, Business Licenses, Insurance documentation).