Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support equipment service coordination for a Contract position based in Victor, New York. In this role, you will serve as a primary point of contact for repair-related inquiries, helping customers and service partners move requests forward quickly and accurately. The position focuses on clear communication, strong follow-through, and organized scheduling to reduce service delays and support smooth day-to-day operations.

Responsibilities:
• Receive and manage incoming equipment repair requests for company-owned, customer-owned, and third-party equipment.
• Respond to inbound customer calls and messages, gather service details, and document requests with accuracy.
• Coordinate with vendors, technicians, and internal partners to arrange repairs and keep service activity on schedule.
• Enter service orders and update records to ensure repair status, timelines, and next steps are clearly tracked.
• Communicate progress updates to customers and help resolve questions related to equipment service needs.
• Prioritize open requests to help reduce equipment downtime and limit disruption to customer operations.
• Make outbound calls as needed to confirm appointments, obtain missing information, and follow up on active service cases.
• Support scheduling activities by aligning repair needs with available resources and service timelines.• Experience in customer service, call center support, or a similar client-facing environment.
• Ability to handle inbound and outbound calls professionally while managing multiple requests.
• Working knowledge of order entry, service documentation, and record maintenance.
• Strong organizational skills with the ability to coordinate scheduling and track service activity.
• Clear verbal and written communication skills for working with customers, vendors, and internal teams.
• Attention to detail and ability to maintain accuracy in a fast-paced service setting.
• Comfortable prioritizing tasks and following through on open issues until resolution.