Job Description
Job Title: Customer Service Representative 1
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Location: Grand Rapids, MI 49534 (Onsite)
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Duration: 9 Months (Possible Extension or Conversion)
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Pay Rate: $16/hr on W2
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Work Hours: 8am - 5pm
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Hours Per Week: 32 to 40 hrs
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Interview Process: phone interview, maybe come in after that for a walk-thru
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Manager Intake Notes:
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- Matching PO's from Vendors and receiving them. Billing A/R customers and helping out with dispatching calls at times to our technicians, getting service invoices ready for billing, answering phones, taking detailed messages on service calls and dispatching
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Position Summary:
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- The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.
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Principal Responsibilities:
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- Communicates with store managers, maintenance personnel, and other customer personnel as needed.
- Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
- Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project
- Administrators, Technicians, etc.)
- Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
- Maintain customer records using Client and customer based automated systems.
- Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
- Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
- Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
- Additional responsibilities as assigned.
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Additional Information:
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- Work effectively in diverse team and fast paced environment.
- Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
- Strong communication skills, verbal and written, required.
- Intermediate to advanced proficiency in Microsoft Office Suite.
- Strong organizational, time management skills.
- Able to meet short and long term deadlines.
- Must be flexible to work outside normal working hours and weekends as required.
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