Customer Service Representative (CSR) / Service Coordinator

Customer Service Representative (CSR) / Service Coordinator

The Customer Service Representative (CSR) is the primary point of contact for our valued clients and a vital link to our field operations. This role requires exceptional organizational skills, clear communication, and the ability to maintain composure under pressure. The CSR is responsible for efficiently receiving service requests, scheduling maintenance and repair appointments, and coordinating the daily activities of our field technicians to ensure prompt and professional customer service.

Key Responsibilities

Client and Communication Management

• Answer all incoming service calls, emails, and online requests promptly and professionally.
• Accurately gather detailed information regarding customer mechanical issues (e.g., HVAC, plumbing, refrigeration) and log details into the service management software.
• Provide customers with timely updates on technician estimated arrival times, service status, and resolution timelines.
• Prepare and process initial service work orders and assist the accounting team with invoicing when needed.

Technician Dispatch and Scheduling

• Efficiently dispatch field technicians to service calls based on skill set, proximity, and urgency, maximizing technician productivity.
• Manage the daily schedule for all service technicians, including routine maintenance, emergency repairs, and planned installations.
• Maintain real-time communication with technicians to track job progress, manage unexpected delays, and re-route as necessary.
• Coordinate access requirements, security clearances, and necessary permits for technicians entering various commercial and industrial sites.

Administrative Support

• Maintain and update customer records, including service history and equipment details.
• Assist the Service Manager(s) with compiling weekly and monthly service reports.
• Manage parts procurement and ordering for specific service jobs when required.

Required Qualifications

• Minimum of 8-10 years of experience in a high-volume customer service, dispatch, or administrative role, preferably within the HVAC, plumbing, construction, or technical service industry.
• Exceptional verbal and written communication skills; must be able to clearly communicate complex technical issues to non-technical clients.
• Demonstrated proficiency with service management software and Customer Relationship Management (CRM) tools.
• Strong multitasking abilities, excellent attention to detail, and a proven ability to prioritize tasks in a fast-paced environment.
• High School Diploma or equivalent required.