Customer Service Representative

Job Title: Customer Service Representative 1 Location: Grand Rapids, MI 49534 (Onsite) Duration: 9 Months (Possible Extension or Conversion) Pay Rate: $16/hr on W2 Work Hours: 8am - 5pm Hours Per Week: 32 to 40 hrs Interview Process : phone interview, maybe come in after that for a walk-thru 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. 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 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 Client 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. Able to meet short and long term deadlines. Must be flexible to work outside normal working hours and weekends as required. #J-18808-Ljbffr