What are the responsibilities and job description for the Customer Service Associate position at Elevated?
Customer Service Associate
Elevated, the fastest-growing independent elevator services provider in the nation, is proudly powered by APi Group, a global leader in safety and specialty services. Elevated operates in 58 markets across 22 states, bringing together the industry’s best technicians to deliver exceptional service backed by APi Group's world-class corporate infrastructure. With over 500 locations globally, APi Group reinforces Elevated’s local operations, ensuring our technicians can thrive and deliver innovative solutions that meet customer needs.
Both Elevated and APi Group share a commitment to creating a people-first culture that focuses on leadership development and professional growth. APi Group’s purpose, We Build Great Leaders, drives both companies to empower employees at all levels. Whether at the local level or within the broader APi network, our teams are guided by a distinct leadership culture that fosters collaboration, innovation, and excellence. Together, we are redefining elevator services with entrepreneurial spirit, superior service, and a shared vision of becoming the global standard of excellence.
Summary
Under limited supervision of the Regional VP and/or General Manager, performs various office support, sales, and customer service related tasks according to standard operating procedures.
The Customer Service Associate is a direct report to the Regional VP and/or General Manager, but has responsibilities to support other office personnel including, but not limited to Service Managers, Business Development Managers, and Technicians.
Duties and Responsibilities
- Consistently represents the company and its services in a positive manner while taking calls from customers, dispatching as necessary and possible giving resolution to the caller’s request.
- Effectively keep customer accounts updated which also includes extra service billing, collections and cancellation prevention.
- Responsible for contract bookings (repair, modernization, and maintenance)
- Upgrade non-maintenance customers to maintenance contracts.
- Proactively seek to sell company services to existing and new customers.
- Recommend repair sales from customer inquiries/ time ticket review/ technicians recommendation/inspections to customers based on local office policy.
- Dispatch service employees to customers sites.
- Partner with Service Manager(s) to schedule site inspections.
- Actively participate in Safety Meetings.
- Support Safety Directory with recordkeeping and training as necessary.
- 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.
- Perform other related duties incidental to the work described herein. This is not intended to be an exhaustive list of all responsibilities and duties required.
The general purpose of the Customer Service Associate’s job is to keep the office running in a smooth and orderly fashion. By having the office running smoothly, time will be freed up for the Regional VP, General Manager and the Support Staff to gain more business, support the field with technical support, and improve general safety for our Technicians.
Elevated is an Equal Opportunity Employer. We value diversity and encourage applicants of all backgrounds regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.