The customer service representative ensures that all customer and strategic partner scheduling, verifications, trouble-shooting and discrepancies are rectified in a timely and accurate manner. All service interactions must meet company, customer, strategic partner specifications and quality standards.

Essential Job Requirements

• CSR’s will be assigned or re-assigned to a job function (Scheduling, Verifying, Trouble-Shooting and/or Discrepancies) at the Service Manager’s discretion.
• All CSR’s will be cross-trained to perform all job functions.
• CSR will be assigned to a que and will be accountable to complete all work tickets in the que for that day. In the event a ticket(s) are unable to be completed, the service manager must be notified immediately.

• The CSR will focus on tasks, based on the job function assigned, that may include:
• Report creation and analysis.
• Post-service follow-up calls.
• Purchase order creation for new and existing customers.
• Routine customer concerns and emergency calls.
• Responsible for day-to-day interaction with the Company’s customers and strategic partners (SP); receives, acknowledges and places calls to both customers and SP.
  • Provide accurate and timely information in response to customer/SP questions; receives, acknowledges and places calls to both customer/SP questions.
• Rectify complaints using company processes / business rules as the basis for decision-making.
• Utilize database system to create tickets which will contain a synopsis of interaction between the representative and involved parties.
• Collaborates with other company departments, develops internal and external constructive and cooperative working relationships.

The Department is staffed 7:00 am to 6:00 pm Monday through Friday although emergency calls are accepted 24/7/365.

• Must be available to work as part of the emergency call rotation at least one week per month- including weekends.
• Employee will be provided with a cell phone, and a laptop computer for access to the Company’s computer system to manage off-site tasks.

The service manager has the right to assigned duties or tasks as needed and / or required.

Status and Scope

Customer Service Representative reports directly to Service Manager

Qualifications

An Associate degree in Business, related field, High School diploma or experience equivalent to educational requirement–preferably in the Hospitality, Construction or Facilities Management arenas with some postsecondary education.

Minimum three-year customer service experience; call center environment strongly desired. Demonstrated ability to:

• Flourish in a fast paced, deadline driven work environment.
• Process customer requests in a timely, professional manner.
• Analyze customer problems and aggressively pursue solutions which benefit the customer.
• Think creatively and act independently within scope of assigned responsibilities converse, listen and take notes simultaneously.
  • Ability to maneuver easily between multiple computer screens.
• Provide world-class customer service. Strong negotiation skills.

Knowledge of Windows, Word, Excel, Outlook and Internet; able to create spreadsheets, emails and other departmentally required documents. Willingness and ability to learn the Company’s proprietary database program.

Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction.

Little to no travel.