JOB SUMMARY

The Customer Service Representative represents our company by answering calls, setting services appointments, scheduling production installations, and following up with customers on various issues. 

REPORTING RELATIONSHIP

The Customer Service Representative reports to the Customer Care Manager.

FLSA STATUS: Hourly/Non-exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES

Scheduling and dispatching drivers, technicians, to appropriate locations according to predetermined schedules, customer requests or immediate needs with the use of Google Maps.

Relaying information such as updates to changes on schedule to technicians and Production Managers.

Speaking with supervisors or customers to resolve problems or requests for services.

Responsible for answering incoming calls for service and scheduling in a timely fashion with minimal hold time.

Keeping and organizing work requests, customer requests, completed work requests, charges for 

work performed, expenses , and other information

Calls customers for the purpose of scheduling pre-installation review, installation and service appointments for assigned locations, utilizing company call list program or backlog broken down sheet.

Uses company provided scripts to ensure consistency with customer communications,

Ensures daily schedules are appropriately booked,

Reschedules cancellations,

Ensures timely submission of all schedules to the branch offices,

Follows up & Updates customers on a regular basis until the installation is set, ensuring their satisfaction with our work

Approve New Sales/Pending Sales (verify all docs received; compare contract/prices/customer info/products entered/NOC dates/signatures etc. to database). Compare DPR to new sales/comp installs received.

Check Completed Installs/Comp. Pending Installs

Process Customer Cancellations (send to appropriate department for resolution)

Provide tactical support to other departments of the company

Provide support to our Plumbing Division: answer calls, scheduling, enter information to Wrangld; calling construction department for inspections; respond to Ruby unanswered calls.

Performs other duties as assigned to meet business needs

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education and/or Experience – High school diploma or general education degree (GED); and six to twelve months’ related experience and/or training or equivalent combination of education and experience. 

Language Skills – Ability to read and comprehend instructions, short correspondence and memos. Ability to write correspondence. 

Mathematical Skills – Ability to add, subtract, multiply and divide in all units of measure. 

Reasoning Ability – Ability to apply common sense understanding to carry out detailed written, illustrated or oral instructions.

Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet and word processing software.

Communication Skills – Be able to effectively communicate orally and in writing.