Champion Service Representative

Thank you for your interest in this position.

 Please note:  Reports Mon-Friday to Champion HQ in Williamstown NJ. It is NOT a remote position. 

Job Description

Position Title: CSR ( Champion Service Representative )          

Reports to: Service Manager

Category: Full Time Exempt

Pay type: Salary

ACA profile: 32

Department: Operations

Research, Track & Maintain!

Essential Functions:

• Responding, Documenting, Coordinating and continuous on-going follow up externally and internally to all requests
• Research is a mandatory daily function of position. Research must be done on each task to ensure we have all the information possible.
• Coordinate and Maintain a daily task/project list for all departments, carefully and precisely communicating to coordinate and ensuring all activities are being recorded to best of ability and knowledge with the most current accurate information, that is reviewed prior to entering or distributing.
• Documenting all requests and work orders, continuously monitoring the progress of current projects, and collaborating with service team members to monitor status of pending and active work
• Handling internal/external requests or concerns quickly and professionally to maintain positive and sustainable relationships both internally and externally
• Performing administrative tasks, such as coordination and scheduling of meetings ( internal/external), inter-company communications, event support, etc
• Maintaining an efficient service department
• Reporting of any noticeable data trends in client requests to collaborate with Management Team
• Self-auditing work, identifying opportunities for improvement to ensure the company's high standards, efficiency, and productivity goals are met.
• Maintaining strong professional relationships with Clients and Internal Staff.
• Maintain strong knowledge of ALL Champion service lines.
• Maintain Strong working knowledge of Champions systems, internal and external processes to best support service requests

• Receiving management communications and requests and making sure all requests are addressed in a timely and satisfactory manner.
• Reporting any Service Manager to ensure effective communication to staff and follow up is conducted with the management team.
• Dispatching emergency-based call, in accordance with policy and procedure
• Maintaining an accurate account, client and contact information in database
• Ability to access information quickly, search for information, inventory and other tools necessary to coordinate client requests

CSR Requirements:

• Minimum of two years’ service industry experience
• Strong attention to detail
• Ability to explain moderately complex information clearly to enhance customer and associate understanding
• Excellent interpersonal, communication, decision making, and facilitation skills
• Excellent Verbal and written communication skills
• Ability to work effectively in a team environment
• Ability to perform daily duties successfully with limited direct supervision and under pressure in a complex and changing environment
• Ability to multitask and prioritize
• Demonstrated expertise with MS Office Products including MS teams

Other Functions:

• Attends all required training, ops meetings and other required meetings as necessary
• Participates in company initiatives
• Strives to maintain a safe and compliant working environment
• Maintain a positive, professional demeanor towards co-workers and professional partners
• Professionally represents organization as a brand ambassador
• Adheres to all policies and procedures of organizations
• Define, develop and execute a personal growth and professional development plan
• Performs other duties as assigned

Minimum requirements:

Viable Performance Products

• Ensuring all Service Requests and Work Order Tickets are accurate and up to date
• Minimum of twice daily, open and review all service requests, leads, opportunities and work orders to identify if additional information can be added and what additional information is still needed
• Constant Communication, Following up with the requestor and documenting all activities to ensure most current information, ALL requests should have a follow day after completion. All open jobs should have documented consistent follow up on their progress status to client.
• Timely reporting of work order changes or information to ensure accurate billing and payroll cycle
• All electronic correspondences have receipt acknowledgements within 30 min of receiving during reasonable working hours and that we continue to follow up with client on the progress request.
• All correspondences with accounts, clients or events pertaining to are properly documented in the system

Physical Requirements

Standing (under 3/4), walking (under 1/2), using hands to finger, handle or feel (over 3/4), reach with hands and arms (under 1/2), climb and balance (under 1/4), stoop, kneel (under 1/4), talk or hear (over 3/4), taste or smell (under 1/3), Lift up to 10 pounds (under 1/2), Up to 25 pounds (under 1/4), Up to 50 pounds (under 1/8)