Customer Service Representative

Job Description

Job Description

Our client is a $100m Company who is owned by a Fortune 500 Company. They are seeking a Customer Service Representative to join their team. They recently moved into a brand new absolutely beautiful modern office. This client has one of the best company cultures in Broward County!



 
Qualifications

• Ability to work in a team-oriented atmosphere

• Ability to handle a fast-paced environment

• Exceptional customer service skills including ability to handle heavy volume of calls

• Strong time-management and attention to detail

• Proficient on computer using Microsoft Suite and ERP systems

• Strong verbal and written communication skills

 
Responsibilities

• Customer service representative to work in a dynamic role across multiple functions to ensure a smooth flow in the service department

• This includes working closely with critical environments, maintenance, and the dispatch team

• The customer service representative is responsible for accurately maintaining databases, fostering customer relationships, and assisting in verifying the accuracy of invoices

• This fast paced, hands-on, team-oriented position works closely with dispatch, service managers, sales, accounting, and other departments as needed

• Serves as primary point of contact for customers, technicians, sales representatives, and service managers to support the service team

• Foster and maintain business relationships with current and potential customers through excellent customer service

• Answering multi-line phones and receives all calls in a pleasant manner

• Coordinate scheduling and dispatch service technicians to customer locations accurately for service calls, maintenances, and critical environments

• Provides the technician with all pertinent job-related information and documentation so that the technician can perform the work

• Reviews open work orders and assists with the dispatch board

• Works to help build cross functional relationships with critical environments and maintenance functions into service, sales, and purchasing

• Work closely with billing to ensure the invoicing process for customers is correct

• Confirms technician’s time daily and ensure that all related service tickets and log sheets are attached to the appropriate work order

• Responsible for communication and status updates with all necessary parties (management, sales, purchasing, customers, dispatchers, etc.)

• Ensure warranty work is submitted to vendors in the appropriate time frame

• Develop and deploy new critical environment, maintenance, and dispatch projects with service PMs

• Responsible for exercising discretion and independent judgment in planning, scheduling, coordinating, controlling, directing activities of all operational resources, and labor hours

• Meet with purchasing and service manager as needed to ensure all work schedules are going to be met on time

• Provide exceptional customer service skills including the ability to handle a heavy volume of calls while maintaining a positive and upbeat demeanor

• Maintain professional demeanor when working both customers and co-workers

• Performs other related duties as required