Job Description

The CSR acts as a liaison between customers and dispatchers/service coordinators to ensure all inbound customer service requests are responded to and handled in a timely manner. You will assist dispatchers with work order preparation and with inbound telephone calls from service technicians when technician’s backup in the phone queue. The CSR will conduct activities to ensure proper and accurate information is recorded in the data base for the billing of all work orders performed under preventative maintenance agreements and service calls.

Essential Duties:

Customer Service Administration 70% Service Coordinator Support 30% General Description of Tasks & Duties Customer Service Administration – Internal / External: • Answer and oversees inquiries from customers regarding service requests. • Monitors and coordinates all aspects of customer service to ensure customer commitment is maintained. • Maintains accurate and updated customer information into database. • Creation of new work orders for service requests and assignment of work order for queuing purposes. Dispatch Support: • Assist dispatchers/coordinators to monitor and coordinate all aspects of service requests and customer service to ensure efficient scheduling of technicians. • Assists dispatchers with administrative system tasks. Other duties assigned: • Be prepared to assume duties as a service coordinator in the absence of other(s). • Be prepared to assume additional duties of support for scheduling and work order follow up. • Assist Service Supervisor on procedural process flow and work order maintenance during ‘down-time’. Experience/Education • Preferably at least one year of customer service or administrative experience. • Very familiar with basic data entry, telephone etiquette, and administrative skills. • Must be very knowledgeable with MS Office and Windows Application. • Minimum typing speed of 35 wpm required. • High school education / GED, some college, or a degree a plus Communication • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. • Ability to write routing reports and correspondence. • Ability to speak clearly and concisely. • Ability to deal with the public in a courteous and tactful manner. • Ability to task prioritize phones and computer data input in a fast-paced and dynamic environment. • Ability to be an effective listener. Additional Skills • Problem-solving • Analytical • Reasoning • Proactive • Flexible and Adaptable to Change • Independent • Customer Service • Team Player • Organizational and Task Management Skills • Mathematical and Business Acumen