Customer Service Representative

Job Description

Job Description

Job details ? Customer Experience Coordinator
Salary/Pay
$15- $17/hr Based on Experience DOE

• Full Benefits
• Hybrid work schedule (2 days in office, 3 days work from home)
• Full work from home station provided
• 401K Retirement plan w/company match up to 4%
• Medical and vision coverage ? Company covers 51%
• Dental & Life Insurance offered
• Paid sick leave/PTO
• Comprehensive training
• Competitive compensation

Full Job Description
Epcon Lane is locally owned and family operated for 80 years. We are a company that prides ourselves on taking care of our customers, the environment, and most importantly our team members.
We are currently seeking a friendly and high-energy person to be a part of our team! This is a full-time position in our Akron, OH location.

What is this role about?
Job Overview:
As a Customer Experience Coordinator, you will be at the forefront of ensuring that our customers have an exceptional experience throughout their journey with us. From the first point of contact to ongoing service, you will handle a variety of customer communication, technician coordination, and internal support tasks. Your role is critical in delivering seamless customer service, improving customer satisfaction, and supporting operational efficiency across departments. You will work directly with customers, technicians, and leadership team, contributing to the overall success and growth of the company.

Key Responsibilities:
Current Customer Communication (Tier 1):

• Serve as the first point of contact for customers via phone, email, and chat, addressing inquiries and issues in a timely and professional manner.
• Manage customer communications, ensuring that all customer interactions are logged and followed up as necessary.
• Monitor and update external customer portals to ensure accurate and up-to-date information.
• Review and manage afterhours forms, assign jobs, and ensure completion of afterhours tasks.
• Send day-before reminders to customers regarding appointments, services, or updates.
• Manage account cancellations, including coordinating product pickup, freezing accounts, and removing payment information.
  Monitor and manage delinquent accounts, ensuring appropriate follow-up actions are taken.

Technician Routing & Scheduling:

• Coordinate technician daily schedules, ensuring optimal route planning and timely service delivery.
• Schedule appointments for existing and new customers
• Complete daily Technician check-ins and ensure all appointments are attended to promptly.

Payment Processing & Deposits:
Handle deposits, process credit card payments, and ensure all financial transactions are completed accurately and timely.

New Customer Sales & Lead Management:

• Assist in the onboarding of new customers, ensuring a smooth transition and initial setup.
• Enter new sales information into the greensheet and track leads through Field Routes, following up as needed.
• Follow the lead management process on all platforms, ensuring no lead is missed or neglected.
• Assist in running customer communication campaigns and tracking their success.

Qualifications & Skills:

• Proven experience in customer service or coordination, preferably in a service-based or technical field.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in using customer management systems (e.g., Prism, FacilityDude, Field Routes) and other tools like Podium and Dialpad.
• Detail-oriented with strong organizational skills.
• Experience with payment processing, credit card transactions, and basic financial tasks.
• Problem-solving ability and customer-centric mindset.
• Ability to work independently and as part of a team.
• Flexibility to adjust to changing priorities and tasks.

Preferred Qualifications:

• Previous experience with customer account management.
• Inside sales experience with the ability to follow a script.
• Familiarity with technician routing or field service management software.
• Maintain a positive attitude and calmly respond to customer concern.
• Display active listening and superior customer service skills for all customers.