Customer Service Representative 1

Customer Service Representative 1

Location: Grand Rapids, MI

Duration: 9 months but an extension or conversion is always possible Work hours: 8 - 5 Hours per week: 32 to 40

Manager Intake Notes

• 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

Position Summary

• 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.

Principal Responsibilities

• 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 Hussmann 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.

Additional Information

• 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.