Job Summary

We are seeking a Customer Service Associate with 2 years of experience receiving and processing customer service requests. More specifically, the ideal candidate has input inbound service requests into a system. The candidate may have some experience working to schedule service requests by sending field technicians to customer sites. The candidate will be responsible for monitoring service call statuses, communicating with customers regarding service order resolution or delays and communicating internally with other departs such as parts or accounting to resolve open service requests.

Pay Range : $20.00 - $26.00 per hour

Benefits : Dental insurance, Disability insurance, Health insurance, Life insurance, Paid time off, 401(k) with match, Referral program, Vision insurance

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Responsibilities and Duties

Customer Service. Answer multi-line telephone to field incoming calls from customers requesting service. Respond to customer requests by phone or E-mail to confirm scheduled appointments and ensure service locations are ready for technician visits. Maintain professional relations with customers and other employees.

Service Order/Case Scheduling. Input service calls into field service management system capturing all required customer and service data. Work with Customer Service Manager to prepare daily, weekly and monthly schedule based on existing call queue or instructions from the Director of Service. Update and apply knowledge of customer schedules, peak delivery times and other key customer instructions. Apply knowledge of driver schedules, skills and abilities for dispatched duties

Service Order/Case Monitoring. Inform customers of their job or case status as needed. Resolve scheduling problems by coordinating with Customer Service Manager, Parts Manager, Director of Service or President.

Service Order Staging. Coordinate with the parts manager to stage upcoming jobs for technicians, including moving specific parts or equipment to designated areas within the warehouse

Other Requirements

Reading/Writing/Typing. The employee needs the ability to read and interpret documents such as safety rules, operating instructions and procedure manuals. Ability to write and perform data entry into the company’s systems.

Math Ability. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Computer Skills. To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel and Outlook. Experience with ERP or accounting systems will provide a significant advantage to candidates.

Physical Demands. While performing the duty of this job, the employee is regularly required to use hands, talk, and hear. The employee is frequently required to sit. The employee must occasionally stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch and lift and/or move up to 50 pounds.