Client Services Representative

Job Summary: The Client Services Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Client Services Department, customers, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.

SPECIFIC ACCOUNTABILITES Include, But Not Limited To

Service Work Order Management

• Create, respond to, and manage service work orders within D365.
• Confirm that all service calls are created accurately according to work order instructions
• Schedule technicians, order necessary parts, and prepare work orders for invoicing
• Process subcontractor invoices and ensure all related documentation is complete
• Ensure timely status updates for all service calls from “Unscheduled” to “Completed - Ready to Invoice”
• Update all tickets at least every 7 days or less
• Manage and track return tickets for follow-up or completion
• Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing
• Respond to P2, P3, and P4 priority calls within two hours of receipt
• Respond to P1 (high-priority) calls within one hour of receipt
• Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes
• For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility
  
  

Scheduling & Dispatching

• Dispatch technicians with a full understanding of required travel time and estimated on-site service time
• Optimize technician scheduling to ensure efficient service delivery
• Communicate updates regarding return visits and part receipt status with technicians and branches
• Emergency & Follow-Up Handling
• Escalate emergency service requests to branch leaders or dispatch technicians directly as needed.
• Follow up on all emergency service calls within one business day to ensure timely progress and completion
  
  

Client Communication & Support

• Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations.
• Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365.
• Send ETA confirmations to technicians for both initial and return site visits.
• Issue completion emails once service tickets are finalized and closed
• Internal Coordination
• Coordinate with branches and operational leadership for service call creation and updates, as required by region
• Support Client Service Administrators by addressing questions or quality concerns related to work orders
  
  

Procedural Compliance

• Adhere to all departments, D365, and Bosch Building Technologies procedures
• Ensure consistent and timely updates of service call statuses throughout the service lifecycle
• Client Coordination & Support
• Ensure service delivery expectations are met or exceeded across all client locations
• Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution
  
  

General Accountabilities

• Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction
• Available to work outside of, or in addition to, normal businesses hours
• Work in compliance with the Company’s policies and procedures including safety manual with safety of self and others in mind at all times
• Maintain and protect assigned Company assets
• Accurate written record keeping, submitted on time and complete
  
  

Required Qualifications

• High School Diploma or GED
• 1 year of experience with general administrative duties in an office environment
  
  

Preferred Qualifications

• 1 year of experience in customer service
• Basic accounting and accounts receivable knowledge
• Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 1 year of experience
  
  

Demonstrated Professional Competencies

• Excellent keyboarding skills
• Ability to work in a high-volume atmosphere
• Ability to solve practical problems and carry out responsibilities under minimal supervision
• Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints
• Excellent interpersonal skills including customer service skills
• Ability to write simple correspondence and present information in one-on-one and small group situations
• Ability to interact effectively at all levels and across diverse cultures
• Ability to function as an effective team member.]
• Ability to adapt as the external environment and organization evolves
  
  

Additional Information

• Compensation: $23.87ph - $34.38 (DOE)
• Working Hours: This position generally works Monday- Friday, overtime and on call when necessary
• Travel Requirements: Limited
• Benefits:
• Medical
• Dental
• Vision
• Flexible Spending Accounts
• 401K w/ company match
• Life/AD&D/LTD
• Paid Vacation/Sick/Holidays
• Employee Assistance Program
• Pet Insurance  
  

Equal Employment Opportunity Statement

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

Equal Opportunity Employer, including disability / veterans.

All your information will be kept confidential according to EEO guidelines.

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Reasonable Accommodations

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, you can reach out to our HR team for support at AskHR.BT-NA@bosch.com. Please note our HR representatives do not have visibility of application or interview status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job

Indefinite U.S. work authorized individuals only. Future sponsorship is available. U.S. work authorized individuals only.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled