Customer Service Representative

Overview
The Customer Service Representative (CSR) will provide internal and external customer service and administrative support for the service department. The CSR will facilitate the scheduling and coordination of service efforts to ensure customers experience a level of service that is uniquely exceptional, setting us apart as a partner. The goal of the CSR is to provide services that differentiate us in all aspects, ultimatley improving customer loyatly, by being relentless in their pursuit of excellence. The CSR reports to the Service Manager.

Responsibilities

• Service Department Support Tasks:

¨ Act as customer service liaison, providing first line of communication and support to our clients by responding to service emails, phone calls, and to internal team members requesting support.

¨ Build and maintain good relationships with our clients and our vendors to achieve trust and accountability.

¨ Will be charged with creating service tickets in our ERP system and following the process end to end to assist our team to bring closure to these tickets.

¨ When possible, will try to assist the client with some basic troubleshooting steps over the phone.

¨ Escalate urgent matters to appropriate service technicians or to the service manager as required.

¨ Coordinate scheduling and tracking of AV equipment being sent out for repair.

¨ Respond to our Service Agreement clients via phone or email within 1 hour of receipt of client communication.

¨ Assist service technicians with administrative tasks such as processing RMAs, testing calls, schedule changes etc.

¨ Create service agreements and warranties in Q360 at project closure and maintain the database of agreement clients for accuracy.

¨ Schedule preventative maintenance visits, and ensure reporting is completed and sent to clients.

Warehouse Support Tasks:

¨ Track open orders, follow-up, correspond, revise, and resolve issues around goods or services, managing deliveries to ensure timelines will be met

¨ Proactively identify and communicate significant or unique requirements, special provisions, and terms and conditions with both internal and external stakeholders

¨ Receive incoming goods, match with receiving paperwork for accuracy, resolve discrepancies

¨ Track returned goods, quickly determine disposition (stock or return to vendor), negotiate terms for returns and ensure items are sent back in a timely manner

¨ Maintain detailed and organized files, including any correspondence, changes, or amendments

¨ Participate in inventory/cycle count process

Requirements

3 years providing administrative support

¨ Strong communication skills with a solid background in customer service

¨ Must demonstrate excellent written and oral communication skills

¨ Experience with computer programs such as PowerPoint, Excel, Word, and Outlook

¨ Standard office administrative practices and procedures, including the use of standard office equipment

¨ Experience with an ERP software system with ticketing

¨ Experience with a multi-line phone system

This role is ideal for motivated individuals who excel in customer interactions and are eager to contribute to a positive client experience.

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person

Salary : $22 - $27