The Customer Experience Coordinator/Customer Service Representative is responsible for ensuring alignment of sales, account management, and operations teams. Ensures customer satisfaction by resolving customer issues related to billing and invoicing, work irregularities, and other operations issues that may arise. Perform all duties in accordance with the company’s policies and procedures as well as all US state and federal laws and regulations, wherein the company operates.

Provide superior service to our customers and Fluoresco National Accounts by determining their requirements and expectations from the initial service request. Identify type of work, equipment, location, and all site specific information and define a clear scope of work. Help insure that the Service Department is productive and profitable by preparing complete and specific work instruction, schedules and customer documentation requirements for technicians.

Ensure completed service call documentation is accurate and adequately reflects work performed and time and materials expended and process for accurate invoicing,

Essential Duties: Within the limits of authorized company policies, procedures, programs and budgets, is responsible for and has commensurate authority to accomplish the duties set forth below:

Job Specific Duties & Responsibilities:

1. Act as a bridge between the customer and branches to ensure alignment in servicing and managing assigned accounts by receiving customer work order requests via customer portals, emails, phone, etc.

2. Create and print service work orders including all information.

3. Prepare service work order packages to include, Service Work order Request, Work order, map, previous Tech notes and any additional customer supplied documentation. Submit to Service Manager or file in open order racking as appropriate

5. Process, print and sort monthly Auto Work orders

6. Post Service technician labor hours including half hour minimum for travel from shop to each job site and post any used material, if not applicable forward work order to Purchasing Department for material posting

7. Perform follow up calls to serviced customers confirming customer satisfaction.

8. Assist Service Manager with other duties as requested.

General Responsibilities, Aptitudes and Attitudes:

1. Commit to maintaining superior service to our customers by focusing on customer satisfaction, timely communication and win-win problem resolution.

2. Ability to communicate clearly, concisely and effectively in both oral and written media with peers, supervisors and customers.

3. Willingness to always watch for cost saving opportunities and to eliminate waste.

Job Specific Knowledge:

Working knowledge of the lighting and service industry including lighting products, equipment and energy savings methods.

Knowledge of local service area for routing purposes.

Scheduling experience - with ability to research and explain why a customer's project might be rescheduled.

Experience:

One (1) year customer Service experience in the Sign and Lighting industry or closely related industry.

Education, Specific Technical Skills, Certifications or Licenses Required:

Competent with Microsoft Outlook, Excel and Word.

General Conditions:

Fluoresco Services is an Equal Opportunity Employer and supports a drug free workplace. Candidates must pass drug and background screenings prior to hire.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• Phoenix, AZ 85040 (Required)

Ability to Relocate:

• Phoenix, AZ 85040: Relocate before starting work (Required)

Work Location: In person