Job summary

We are seeking a highly organized and detail-oriented Customer Service Representative to join our team. The Customer Service Representative will be responsible for managing and coordinating all aspects of our service operations, including scheduling, dispatching, and customer service. The ideal candidate will have excellent communication skills, beable to multitask, and have a strong customer service orientation.

The role owns each service request from intake to completed visit: entering and accepting work orders, building technician routes, keeping customers informed on ETAs, and making sure return trips happen once parts are ready.

Works closely with:

Field technicians, parts/purchasing, the Service Manager, and customer contacts

Schedule and location:

This is a remote, Monday through Friday position. Start time depends on the representative's location and the needs of the business.

Responsibilities

Scheduling and dispatch

• Manage and coordinate all aspects of service operations, including scheduling, dispatching, and customer service.
• Monitor service requests and assign technicians to appropriate jobs.
• Build daily and weekly technician routes that balance priority, location, skill set, andSLA commitments.
• Coordinate site access with customers, including hours, contacts, and site-specificrequirements.
• Partner with the Service Manager to schedule multi-visit service projects.

Work orders and records

• Enter incoming work orders in Acumatica accurately and on time.
• Customer Service Representative — Job Description
• Accept work orders in customer portals within each customer's required responsewindow.
• Follow up with customers to obtain missing or incomplete information before a visit isscheduled.
• Maintain accurate records of service requests, work orders, POs, and customerinteractions.
• Answer inbound phone calls and route or resolve customer requests.

Customer communication

• Communicate with customers to schedule appointments and provide updates on service status.
• Provide ETAs and schedule updates by phone, email, and customer portals.
• Keep portal statuses and notes current so customer records match Acumatica.

Parts and return trips

• Purchase and process incoming parts.
• Ensure timely and efficient delivery of services and parts to customers.
• Track parts readiness for jobs that require a return trip.
• Schedule return visits as soon as parts are confirmed on hand.

Follow-up and improvement

• Identify repeat properties with multiple unresolved visits and flag them to the Service Manager.
• Collaborate with others to ensure smooth service delivery.
• Identify opportunities for process improvement and implement changes as needed.

Qualifications

Required

• 2+ years in scheduling, dispatch, or customer service, ideally in field service or facilities maintenance.
• Experience working in an ERP or field service system (Acumatica preferred).
• Comfort managing multiple customer portals and high call volume.
• High school diploma or equivalent.

Preferred

• Customer Service Representative — Job Description
• Experience supporting multi-site commercial accounts with SLA requirements.
• Familiarity with technician routing across a multi-state territory.
• Working knowledge of parts purchasing, POs, and return-trip coordination.

Core skills

• Organization: Juggles many open work orders, routes, parts orders, and return trips without losing track of any.
• Communication: Clear, professional, and calm with customers by phone, email, and portal.
• Multitasking: Balances phones, scheduling, and parts processing throughout the day.
• Problem solving: Reworks routes quickly when priorities, access, or parts change.
• Attention to detail: Keeps Acumatica, POs, and customer portals accurate and in sync.
• Follow-through: Chases missing information and unresolved visits until they close.
• Teamwork: Works closely with technicians and the Service Manager to meet customer commitments.

How success is measured

• Work orders entered and accepted within each customer's portal SLA.
• On-time technician arrival against committed ETAs.
• Time from parts arrival to scheduled return visit.
• Fewer repeat properties with multiple unresolved visits.
• Accuracy of work order, PO, and customer records between Acumatica and customer portals.