Customer Service Representative

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.
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• 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.
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• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project
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• Administrators, Technicians, etc.)
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• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
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• Maintain customer records using Client and customer based automated systems.
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• 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.
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• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
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• Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
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• Additional responsibilities as assigned.
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Additional Information:

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• Work effectively in diverse team and fast paced environment.
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• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
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• Strong communication skills, verbal and written, required.
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• Intermediate to advanced proficiency in Microsoft Office Suite.
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• Strong organizational, time management skills.
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• Able to meet short and long term deadlines.
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• Must be flexible to work outside normal working hours and weekends as required.
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