Customer Service Representative (CSR)

Customer Service Representative

The Customer Service Representative is responsible for supporting the daily operations of the service department by coordinating service calls, dispatching technicians, and serving as a primary point of contact between customers, technicians, and internal teams.

This role plays a critical part in ensuring timely service delivery, accurate documentation, and a high level of customer satisfaction. The CSR works closely with service technicians, service management, and billing to support efficient workflow, resolve issues, and maintain accurate service and purchasing records.

Responsibilities include:

• Answer all service-related phone calls and emails in a timely and professional manner:
• Support customer relationship management efforts
• Address and resolve customer inquiries, complaints, and service issues.
• Communicate proactively with customers and service technicians regarding scheduling changes, delays, or job-related concerns.
• Coordinate, schedule, and dispatch service calls to ensure optimal technician utilization and customer satisfaction.
• Act as the primary communication liaison between customers and service technicians to facilitate accurate information flow and issue resolution.
• Prepare and distribute daily service technician schedules by 4:30 p.m. for the following business day.
• Provide administrative and operational support to service technicians, including:
• Creation and review of purchase orders.
• Assignment and management of work orders.
• Review and correct technician time entries as needed to ensure accuracy.
• Escalate unresolved or missing time entries from the prior day to the Service Manager.
• Monitor service work orders, particularly quoted jobs, to ensure timely completion and adherence to customer commitments.
• Schedule and book all approved quoted service jobs.
• Complete required documentation and perform accurate data entry within company systems.
• Maintain accurate records and files related to customer requests, service work performed, charges, dispatch activity, and related documentation.
• Collaborate with the Billing Analyst to manage open purchase orders.
• Review the division's open purchase order report on a monthly basis and follow up on purchase orders requiring receipt or closure.

Ideal qualifications and experience include:

• High school diploma or equivalent required; associate degree or relevant coursework preferred.
• 2+ years of experience in a customer service, dispatch, administrative, or service coordination role, preferably within a construction, mechanical, HVAC, or field service environment.
• Experience coordinating schedules and supporting field technicians in a fast-paced environment.
• Strong customer service skills with the ability to professionally handle customer concerns and resolve issues.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and experience working within service management, dispatch, or ERP systems.
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• High attention to detail and accuracy, particularly with data entry, time corrections, and purchase order management.
• Effective verbal and written communication skills, with the ability to work collaboratively across departments.
• Ability to work independently while maintaining accountability and follow-through.
• Familiarity with purchase orders, work orders, billing coordination, and service documentation preferred.