Description

General Purpose of Job: 

Handle all customer service calls, data entry and invoicing for the Field Services department. 

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Answer phone and emails promptly from internal and external customers.
• Enter service task orders during customer calls.
• Complete data entry with a high degree of accuracy and speed. 
• Process customer invoicing daily.
• Communicate pertinent customer information to internal and external customers and Service Technicians.
• Review dispatch board continuously to determine daily service availability.
• Adhere to and maintain compliance with established systems, policies and procedures.
• Comply with all safety and housekeeping expectations and 5s standards.
• Keep supervisor(s) informed of progress, issues, and successes.
• Identify, recommend, and implement opportunities for continuous performance and process improvements.
• Foster a spirit of cooperation and teamwork within and between departments.
• Demonstrate and uphold Company values.

Requirements

Skill, Competency, and Experience Requirements:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High School Diploma or GED required.
• One to three (1-3) years related customer service experience preferred.
• Excellent computer skills required, including experience with Microsoft Office programs (i.e. Word, Excel). ERP experience preferred.
• Strong verbal and written communication skills required.
• A high level of attention to detail, organization and follow-through skills.
• Demonstrated sound judgement, problem solving and decision-making in emotional, difficult, and stressful situations 
• Ability to read and interpret documents such as open orders, service logs and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
• Consistently at work as scheduled and on time, and is punctual for meetings and appointments.
• Strong customer service (internal and external) focus.

Remote Eligibility

Hybrid remote eligible once fully trained and competent to perform job duties. Rotates with one customer service representative in the office each week the entire week. Scheduled office time when needed to cover absences. Remote work employees are expected to comply with idc-Automatic’s Remote Work Policy.

Physical Demands

The employee is regularly required to sit, stand and walk. The employee is frequently required to use hands to finger, handle, touch objects or controls; perform repetitive motion and talk or hear. The employee is occasionally required to lift and/or move records, files and reports weighing up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee is occasionally required to work extended or variable hours based on business need. 

Work Environment

This position operates in a professional office environment. The position routinely uses standard office equipment such as computers, phones, copiers, fax/scan machines and file cabinets. While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts, heat and stress.