Job Description
Job DescriptionWe are looking for an experienced Customer Service Representative to join our team in Sharonville, Ohio. In this contract position, you will play a vital role in delivering exceptional service to customers and ensuring seamless coordination with technicians and internal teams. This role requires strong organizational skills, effective communication, and a customer-focused mindset to support daily operations and maintain satisfaction.
Responsibilities:
• Respond to incoming calls from customers and technicians, providing assistance or escalating issues to dispatchers as needed.
• Accurately record call details and update systems in a timely manner.
• Coordinate service resources and collaborate with the operations team to ensure smooth workflows.
• Handle customer inquiries, dispatch technicians, and conduct follow-up actions to resolve issues efficiently.
• Partner with accounting teams to manage new customer setups and address purchase order inquiries.
• Adjust labor levels daily based on workload requirements with input from the Operations Manager.
• Monitor and track technician activity throughout the day to optimize productivity and cost-effectiveness.
• Maintain customer satisfaction by investigating concerns, routing them to the appropriate staff, and addressing special requests.
• Proactively reach out to customers to ensure quality service and share call data with leadership teams.
• Utilize service management software and relevant tools to execute daily tasks effectively.• Proven experience in call center customer service or a related role.
• Excellent phone etiquette and strong interpersonal communication skills.
• Proficiency in Microsoft Office applications such as Excel and Word.
• Familiarity with Great Plains (GPAC) software or equivalent systems.
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving skills with the ability to make sound decisions and exercise good judgment.
• Effective organizational skills to manage competing priorities and meet deadlines.
• Capability to handle stress while maintaining a positive and cooperative attitude.