Job Description
Job DescriptionWe are looking for a dedicated Customer Service Representative to join our team on a long-term contract basis in Sharonville, Ohio. In this role, you will serve as the first point of contact for customers, ensuring their inquiries are addressed promptly and professionally. This is an excellent opportunity for individuals who thrive in a fast-paced environment and are passionate about delivering exceptional service.
Responsibilities:
• Respond to incoming customer and technician calls, ensuring inquiries are handled efficiently and escalated to dispatchers when necessary.
• Accurately record call details in the system in a timely manner.
• Coordinate resources and collaborate with the operations team to optimize service delivery.
• Manage technician schedules, track daily activity, and support labor adjustments based on workload demands.
• Conduct follow-ups and proactively reach out to customers to maintain high satisfaction levels.
• Handle new customer setups, address purchase order inquiries, and support accounting teams as needed.
• Investigate customer concerns, route them to appropriate staff, and ensure special requests are addressed.
• Utilize software tools to monitor technician dispatches, optimizing productivity and cost efficiency.
• Contribute to team goals by meeting deadlines and effectively solving problems in both independent and collaborative settings.
• Take on additional responsibilities, including training and special projects, as assigned.• Proven experience in customer service, ideally within a call center environment.
• Strong phone etiquette and excellent communication skills.
• Proficiency in using Office applications, including Excel and Word.
• Familiarity with service management software and Great Plains (GPAC) is preferred.
• Ability to work effectively under pressure while maintaining a cooperative and positive attitude.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Capability to think critically, make decisions, and exercise sound judgment.
• Willingness to adapt to evolving responsibilities and contribute to team success.