Job Description
Job DescriptionWe are looking for a Customer Service Representative to support equipment service coordination for a long-term contract position in Victor, New York. This role serves as a central point of contact for repair-related requests, helping customers and service partners move issues through resolution quickly and accurately. The ideal candidate brings strong communication skills, sound judgment, and the ability to manage multiple service needs while maintaining a high standard of customer care.
Responsibilities:
• Respond to incoming service inquiries and repair requests from customers, internal teams, and external partners with professionalism and urgency.
• Coordinate equipment repair activities from initial intake through completion, ensuring each case is tracked, updated, and resolved efficiently.
• Communicate with vendors and service providers to arrange support, confirm timelines, and follow up on outstanding repair needs.
• Enter and maintain accurate service details, customer information, and work status updates in internal systems.
• Schedule repair-related work and help organize service activity to reduce disruption for customers and support timely turnaround.
• Handle inbound and outbound calls to provide status updates, gather missing information, and address questions related to equipment service.
• Monitor open requests closely and escalate delays or service issues when needed to help prevent unnecessary downtime.
• Deliver a customer-focused experience by balancing responsiveness, clear communication, and attention to detail throughout the service process.• Previous experience in customer service, call center support, or a similar high-volume service environment.
• Ability to manage inbound and outbound calls while maintaining accuracy and professionalism in customer interactions.
• Experience with order entry, case documentation, or service-related data entry in a business system.
• Strong organizational skills with the ability to coordinate schedules, prioritize tasks, and manage multiple open requests.
• Clear verbal and written communication skills for working with customers, vendors, and cross-functional teams.
• Comfortable handling time-sensitive issues and following through on repairs or service requests to completion.
• Proficiency with standard office software and customer service systems used for tracking requests and updates.