Customer Service Representative (CSR)

Job Description

Job Title:         Customer Service Representative (CSR)

JOB SUMMARY:

The Customer Service Representative (CSR) is responsible for supporting the daily operations of the service department by coordinating service calls, dispatching technicians, and serving as a primary point of contact between customers, technicians, and internal teams.

This role plays a critical part in ensuring timely service delivery, accurate documentation, and a high level of customer satisfaction. The CSR works closely with service technicians, service management, and billing to support efficient workflow, resolve issues, and maintain accurate service and purchasing records.

RESPONSIBILITIES:

• Answer all service-related phone calls and emails in a timely and professional manner:
  • Support customer relationship management efforts
  • Address and resolve customer inquiries, complaints, and service issues.
  • Communicate proactively with customers and service technicians regarding scheduling changes, delays, or job-related concerns.

• Coordinate, schedule, and dispatch service calls to ensure optimal technician utilization and customer satisfaction.
• Act as the primary communication liaison between customers and service technicians to facilitate accurate information flow and issue resolution.
• Prepare and distribute daily service technician schedules by 4:30 p.m. for the following business day.
• Provide administrative and operational support to service technicians, including:
• Creation and review of purchase orders.
• Assignment and management of work orders.
• Review and correct technician time entries as needed to ensure accuracy.
• Escalate unresolved or missing time entries from the prior day to the Service Manager.
• Monitor service work orders, particularly quoted jobs, to ensure timely completion and adherence to customer commitments.
• Schedule and book all approved quoted service jobs.
• Complete required documentation and perform accurate data entry within company systems.
• Maintain accurate records and files related to customer requests, service work performed, charges, dispatch activity, and related documentation.
• Collaborate with the Billing Analyst to manage open purchase orders.
• Review the division’s open purchase order report on a monthly basis and follow up on purchase orders requiring receipt or closure.

IDEAL QUALIFICATIONS & EXPERIENCE:

• High school diploma or equivalent required; associate degree or relevant coursework preferred.
• 2 years of experience in a customer service, dispatch, administrative, or service coordination role, preferably within a construction, mechanical, HVAC, or field service environment.
• Experience coordinating schedules and supporting field technicians in a fast-paced environment.
• Strong customer service skills with the ability to professionally handle customer concerns and resolve issues.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and experience working within service management, dispatch, or ERP systems.
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• High attention to detail and accuracy, particularly with data entry, time corrections, and purchase order management.
• Effective verbal and written communication skills, with the ability to work collaboratively across departments.
• Ability to work independently while maintaining accountability and follow-through.
• Familiarity with purchase orders, work orders, billing coordination, and service documentation preferred.