What are the responsibilities and job description for the Customer Service Representative position at Atlas Consulting Group, LLC.?
Customer Service Representative
ASSIGNMENT LENGTH: 1 year (POSSIBLE EXTENSION OR CONVERSION? Yes)
PLACEMENT TYPE: Contract
SCHEDULE/ REMOTE FLEXIBILITY: Onsite - In office
WORK HOURS: 7:30 am - 4:30 pm or 8:00am - 5:00pm
Job Summary
The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and procedures as well as communicating effectively with team members within the service department.
ROLE AND RESPONSIBILITIES
1. Communicates with store managers, maintenance personnel, and other customer personnel as needed.
2. Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
3. Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project Administrators, Technicians, etc.)
4. Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
5. Maintain customer records using customer based automated systems.
6. Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
7. Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
8. Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
9. Additional responsibilities as assigned.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• High School Diploma OR Five years of related experience and/or training; or equivalent combination of education and experience.
PREFERRED SKILLS
• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
• Strong communication skills, verbal and written, required.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational, time management skills.
• Strong attention to detail, and ability to manage multiple, competing deadlines.
• Able to meet short- and long-term deadlines.
• Must be flexible to work outside normal working hours and weekends as required.