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).

Experience

• 1 year(s): Record keeping
• 3 - 5 years: CRM or ERP system experience
• 5 year(s): Bookkeeping

• 3 year(s): Record keeping

Education

• High School or better

• Bachelors or better in Business Administration
• Associates or better

Skills

• Adaptability
• Billing
• Communication Skills
• Computer/Technical Literacy
• Microsoft Excel
• Interpersonal Skills
• Listening
• Managing Multiple Projects
• Planning/Organizing
• Microsoft Word

• Collections
• Leadership/Management Skills
• Microsoft PowerPoint
• Research Skills

Behaviors

• Team Player: Works well as a member of a group
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)