Service Agent

TITLE: Service Agent

REPORTS TO: Service Manager

Job Duties / General Requirements

This position serves both internal and external customers by scheduling repair services, generating and closing out work orders for billing, maintaining customer satisfaction and customer records. Functions as primary contact for field service technicians.

• Receive, record and dispatch service requests.
• Identify appropriate technician to schedule work to maximize productivity and still provide prompt and effective service to our customers.
• Answer incoming calls and act as a liaison to our customers; must be very personable with a warm, professional telephone demeanor.
• Call customers to set and confirm appointments and maintain preventative maintenance requirements/scheduling.
• Procure job related materials from vendors and schedule job completion accordingly.
• Ensure completed paperwork is returned by technicians in a timely manner.
• Finalize completed work order and ensure it has been appropriately completed for customer invoicing.
• Responsible for reviewing weekly AR report and assist with collections.
• Responsible for full cycle invoicing from creation to completion.
• Provide superior customer service to both internal and external customers.
• Develop and maintain refrigerant management system/documentation and inventory for technician’s truck stocked refrigerant.
• Develop an improved truck stock inventory process and maintain as required.
• Ensure truck stock items purchased are coded properly in Pos so that inventory is accurate.
• Other duties as assigned and required.