What are the responsibilities and job description for the Customer Service Representative - Field Service position at TEKsystems?
Description
Remote position - must sit in the vicinity of Grand Rapids in case they request the candidate to go back into the office for any reason. Hours are Monday – Friday, 8:30am - 5:30pm - NO OT Training hours may be 8:30 to 5 or 8 to 4:30 depending on trainer availability - Candidates will be working with service techs and customers to coordinate furniture warranty service. They will be taking inbound calls and making outbound calls. - Provides exceptional customer service to internal and/or external customers, including field technicians and business partners. Responsibilities include but are not limited to: - Providing standard information, completing forms, determining status of claims and cases based on plan guidelines and meeting or exceeding department metrics for productivity and quality. - Assists consumers by providing highest level of customer service; remains professional and polite at all times. - Provides primary dispatching and administrative duties related to scheduling requests for service to technicians. - Creates, dispatches and processes work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interprets and follows-up on technician reports. - Develops strong relationships with technicians and business partners. - Applies departmental policies and procedures to resolve complex situations. - Sources and onboards new and potential technicians; provides candid feedback and coaching to technician workforce. - Acts as an account owner and business partner to technicians; identifies group opportunities; negotiates as needed. - Performs as a liaison for business-to-business accounts; provides timely responses and completes tasks within established service-level agreements; identifies potential growth opportunities; onboards new accounts. - Responds to standard questions and concerns from customers; follows-up with appropriate documentation on nature and status of claim and/or case; completes a variety of forms and documents based on guidelines, customer responses and operational procedures; informs customer of results and closes out claims/cases as appropriate. Aids internal and external customers during claim and general call center process; forwards call and relevant information to other team members, departments or supervisors as required. Performs other duties as assigned.
Skills
Call Center, Account Management, Inside sales, logistics, inbound calls, data entry, inbound call, call center, customer support, customer service
Top Skills Details
Call Center, Account Management, Inside sales, logistics, inbound calls, data entry,inbound call,call center,customer support,customer service
Additional Skills & Qualifications
MUST HAVE: - at least 6 months of call center experience (inbound or outbound) - experience with data entry or order processing (this is 20 to 30% of the job) - good computer skills - ability to navigate multiple systems at once and multi task - great verbal and written communication skills - super important - ability to work independently and remotely - must have ability to hardwire modem to the phone that is provided by Guardsman and HIGH speed internet! NICE TO HAVE; - any type of logistics, dispatching or claims experience - associate degree DQ's: - job tenure, less then 1 year in each position - unable to work remotely
Experience Level
Entry Level
Job Type & Location
This is a Contract to Hire position based out of Grand Rapids, MI.
Pay And Benefits
The pay range for this position is $14.00 - $14.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
About TEKsystems And TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Remote position - must sit in the vicinity of Grand Rapids in case they request the candidate to go back into the office for any reason. Hours are Monday – Friday, 8:30am - 5:30pm - NO OT Training hours may be 8:30 to 5 or 8 to 4:30 depending on trainer availability - Candidates will be working with service techs and customers to coordinate furniture warranty service. They will be taking inbound calls and making outbound calls. - Provides exceptional customer service to internal and/or external customers, including field technicians and business partners. Responsibilities include but are not limited to: - Providing standard information, completing forms, determining status of claims and cases based on plan guidelines and meeting or exceeding department metrics for productivity and quality. - Assists consumers by providing highest level of customer service; remains professional and polite at all times. - Provides primary dispatching and administrative duties related to scheduling requests for service to technicians. - Creates, dispatches and processes work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interprets and follows-up on technician reports. - Develops strong relationships with technicians and business partners. - Applies departmental policies and procedures to resolve complex situations. - Sources and onboards new and potential technicians; provides candid feedback and coaching to technician workforce. - Acts as an account owner and business partner to technicians; identifies group opportunities; negotiates as needed. - Performs as a liaison for business-to-business accounts; provides timely responses and completes tasks within established service-level agreements; identifies potential growth opportunities; onboards new accounts. - Responds to standard questions and concerns from customers; follows-up with appropriate documentation on nature and status of claim and/or case; completes a variety of forms and documents based on guidelines, customer responses and operational procedures; informs customer of results and closes out claims/cases as appropriate. Aids internal and external customers during claim and general call center process; forwards call and relevant information to other team members, departments or supervisors as required. Performs other duties as assigned.
Skills
Call Center, Account Management, Inside sales, logistics, inbound calls, data entry, inbound call, call center, customer support, customer service
Top Skills Details
Call Center, Account Management, Inside sales, logistics, inbound calls, data entry,inbound call,call center,customer support,customer service
Additional Skills & Qualifications
MUST HAVE: - at least 6 months of call center experience (inbound or outbound) - experience with data entry or order processing (this is 20 to 30% of the job) - good computer skills - ability to navigate multiple systems at once and multi task - great verbal and written communication skills - super important - ability to work independently and remotely - must have ability to hardwire modem to the phone that is provided by Guardsman and HIGH speed internet! NICE TO HAVE; - any type of logistics, dispatching or claims experience - associate degree DQ's: - job tenure, less then 1 year in each position - unable to work remotely
Experience Level
Entry Level
Job Type & Location
This is a Contract to Hire position based out of Grand Rapids, MI.
Pay And Benefits
The pay range for this position is $14.00 - $14.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Grand Rapids,MI. Application Deadline This position is anticipated to close on Dec 31, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
About TEKsystems And TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $14