What are the responsibilities and job description for the Customer Service Representative - Portland position at Hoist & Crane Service Group?
Purpose Of The Job
The Customer Service Representative is an office-based position that supports branch operations and Account Managers by reviewing inspection reports, identifying repair opportunities, generating repair proposals and processing Field Work Authorizations (FWAs). The Estimator will act as an operational support function with the objective of increasing proposal volume.
Essential Functions/Responsibilities
Education and/or Experience Required at Entry:
The Customer Service Representative is an office-based position that supports branch operations and Account Managers by reviewing inspection reports, identifying repair opportunities, generating repair proposals and processing Field Work Authorizations (FWAs). The Estimator will act as an operational support function with the objective of increasing proposal volume.
Essential Functions/Responsibilities
- Generate accurate and detailed repair proposals based on inspection findings and technician notes.
- Process all Field Work Authorization (FWA) requests submitted by technicians and convert them into proposals.
- Communicate proposals and repair recommendations to Account Managers via email, phone or virtual meetings.
- Follow established procedures for proposal writing and supporting documentation.
- Track and follow up on outstanding proposals to ensure customer understanding and timely decisions.
- Collaborate with branch operations, technicians and management to ensure proposal accuracy and consistency.
- Maintain organized records of proposals, FWAs and customer communications in company systems.
- Support sales and operations teams with information on active opportunities and customer requests.
- Increase proposal volume in the branch.
- Deliver professional, customer-focused communication at all times.
Education and/or Experience Required at Entry:
- Minimum 1 year of experience in the Overhead Crane Industry
- High school diploma or equivalent
- Computer proficiency (Microsoft Office, accounting systems, document management)
- Strong written and verbal communication skills
- Exceptional customer service skills
- Ability to multitask and manage competing priorities
- Strong organizational and problem-solving skills
- Creative and adaptable approach to solutions
- NetSuite experience
- Associate degree in business, accounting or related field
- Company Computer
- Company Cell Phone