Job Summary

ESSENTIAL JOB FUNCTIONS

1. General Duties

• Aides and assists the Client Support Representative (CSR) in providing quality and timely service.
• Coordinates efforts and provides guidance to all team members to continually strive for improvements in client support and financial success.
• Ensures positive and proactive participation with peer departments. This is essential to deliver a quality product to our valued clients.
• Ensures timely and complete record‐keeping in all assigned company information systems and manual logs.
• Ensures on time completion of all scheduled activities, follow‐ups and tasks as directed or as presented by Life Safety.
• Ensures timely, proactive, well documented communication to management on all client situations needing senior level attention/intervention.
• Responds quickly to issues that do not meet client or company quality standards and ensures that appropriate action or intervention occurs.
• Provides insights to management that are helpful in resolving ongoing or repetitive issues
• Recommends procedure changes that will result in better client support.
• Takes appropriate action to ensure client support needs are met, including work order creation dispatch, follow up and client financial decisions if and when necessary.

2. Client relationship duties and responsibilities:

• Serves as the single point‐of‐contact for assigned clients, assisting to resolve issues, respond to client escalation requests, disseminate client specific reports and develops relationships with client personnel
• Proactively communicates with peer departments to ensure that all client activities are occurring on time and at high level of service and quality.
• Works with affiliates in a way that develops and maintains a spirit of partnership while ensuring compliance and timely service.
• Escalates technical issues to internal experts for troubleshooting and disposition.
• Support the on call dispatching nights and weekends. The on call will be 7 consecutive day starting Friday night.

3. Quoting and follow Up:

• Confirm affiliate and supplier proposals to verify ALL service requirements are covered and necessary, pricing is acceptable and scope is in line with client expectations.
• Ensures that quotes are provided to client in timely manners.
• Provides continued follow up on client quotes to determine acceptance, denial or if client has questions.
• Documents discussions with Clients in determining status of quotes
• Will work with affiliates when questions may arise concerning proposals – AM can direct coordinate questions they may have concerning proposals with the affiliates. This will eliminate the back and forth communication between CSR and AM.

4. Reporting and QA:

• Ensures that weekly and monthly reports are completed and distributed on schedule.
• Monitors all required reporting to ensure the department is performing to required service levels.
• Provides ad hoc reports for one time reporting as needed.

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Benefits:

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

Schedule:

• 8 hour shift

Work Location: In person