Customer Service Representative

Job Description

Customer Service Representative


Dove Technologies


Position Summary


The Customer Service Representative serves as a critical link between customers, Sales, Service, Operations, and Accounting to ensure exceptional customer satisfaction and account management. This position is responsible for order processing, customer communications, billing support, strategic account analysis, opportunity identification, asset reviews, Quarterly Business Reviews, and helping customers maximize the value of their technology investments.


Key Responsibilities

• Inside sales experience a preference.
• Serve as the primary point of contact for customer inquiries and account-related requests.

• Process customer orders accurately and efficiently through order entry systems.

• Create and manage customer quotes, proposals, and sales orders.

• Provide ongoing communication and support to the sales team regarding customer requests, order status, pricing, and account activity.

• Maintain proactive communication with customers regarding orders, implementation schedules, billing questions, and service-related matters.

• Research and resolve complex billing issues, invoice discrepancies, account concerns, and customer disputes.

• Coordinate with Accounting, Sales, Service, and Operations teams to ensure customer satisfaction.

• Analyze customer billing trends and service utilization to identify opportunities for revenue growth and improved customer outcomes.

• Develop targeted opportunity lists for existing customers, including managed IT services, cybersecurity solutions, print management, document management, software, and physical security offerings.

• Schedule and coordinate Quarterly Business Reviews (QBRs) with customers and internal stakeholders.

• Prepare account summaries, usage reports, billing analysis, and strategic recommendations for customer review meetings.

• Analyze customer technology assets and infrastructure to identify upgrade opportunities, equipment refresh cycles, and operational improvements.

• Identify potential security vulnerabilities, unsupported systems, and technology risks and coordinate recommendations with internal teams.

• Partner with Sales and Service teams to develop strategic account plans that strengthen customer partnerships and drive retention.

• Monitor account health and proactively identify risks that may impact customer satisfaction or contract retention.

• Maintain accurate customer records, account documentation, and communication histories

• Provide exceptional customer service while supporting company growth, retention, and profitability initiatives.

Qualifications

• Strong customer service and communication skills.

• Experience with order entry, quoting, invoicing, billing support, and account management.

• Ability to analyze customer billing data and identify business opportunities.

• Strong organizational, problem-solving, and time-management skills.

• Proficiency with Microsoft Office, CRM platforms, and ERP/business management systems.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience in office technology, managed IT services, business equipment, or related industries preferred.

Benefits

• Competitive salary

• Health, dental, and vision insurance

• PTO

• 401K

• Career ladder

Professional development