Customer Care Representative

Position Summary
The Customer Care Representative serves as a primary point of contact between customers and the Service organization. This position is responsible for coordinating service activities, maintaining customer records, creating and managing service tickets, scheduling field service visits, and ensuring customers receive timely communication regarding installations, deliveries, and service requests. The role plays a critical part in delivering an exceptional customer experience while supporting the efficiency and effectiveness of the Service team.
Key Responsibilities

• Maintain customer records and service contract information within Sage, Microsoft Teams, Salesforce, and other service management systems.
• Create and maintain customer accounts in service platforms and business systems.
• Answer incoming customer support calls and create service tickets.
• Create service tickets from email and website inquiries.
• Schedule field service visits and coordinate technician assignments.
• Assist with installation schedules, delivery timing, and service updates to customers.
• Assist with pre-installation calls and installation readiness activities.
• Conduct post-installation follow-up communications.
• Maintain the master service schedule and track technicians' availability.
• Monitor and resolve discrepancies between service systems and Salesforce records.
• Distribute service reports to leadership and external stakeholders as required.
• Support customer satisfaction initiatives, surveys, and service analytics reporting.
• Partner with Service leadership to track installation issues and coordinate resolution efforts.
• Assist customers and the Service team with parts ordering and order status inquiries by managing the service parts ordering process.
• Support the order processing team as needed.

Qualifications

• Strong customer service and communication skills.
• Experience with ERP, CRM, and/or service management systems preferred, including Salesforce, Sage, or similar platforms
• Excellent organizational and scheduling abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Ability to identify issues, prioritize requests, and coordinate timely resolutions.