Job Description

SUMMARY: Ensures customer satisfaction through processing work orders and coordinating customer service needs with other functions as required. Serves as primary customer contact regarding such matters as service, installation, and work order generation. Schedules daily service calls with customers. Builds daily service runs for technicians in an efficient manner.

Essential Skills: • Must be able to make good judgement decisions under pressure • Must be resourceful • Must have great planning and organization skills • Must be able to adapt to changes, be flexible and could work in a team environment. • Must have great customer service attitude • Must be able to follow protocols, practices, and policies • Must work to deliver high quality work • Must have great communication skills both written and verbal. • Must always act with integrity and professionalism • Must be reliable, dependable and be accountable for his/her actions • Must be self-motivated • Must be tech savvy

DUTIES AND RESPONSIBILITIES:

1. Able to navigate and effectively use the customer database, company phone system, office equipment, computer software, and application.
2. Have basic knowledge of outlook, excel, word, Mhelpdesk, Onyx. Being very proficient in Microsoft office is a plus and any introductory databases as required.
3. Ability to handle 50+ call per day. Including receiving inbound calls, and re-routing calls.
4. Basic knowledge of maps, Orange County, LA County, Riverside County, San Diego County, San Bernardino County and Ventura geographical areas.
5. Ability to communicate clearly verbally and in writing with customers and employees.
6. Provide information, resolve problems, and inform customers on products and/or services, ensuring exceptional customer service.
7. Have and/or gain knowledge of all products to be able to communicate service requirements and provide information, resolve problems, and advise customers on products and/or services, ensuring customer satisfaction.
8. Ability to pay attention to detail and be able to find out all the information necessary about the equipment, equipment location, equipment access, request pictures, or any necessary information to ensure a smooth service process.
9. Respond to customer inquiries and provide information pertaining to modifications of existing or potential service/sales orders.
10. Process phone orders, schedule technicians, coordinate shipping, or personal delivery.
11. Ability to write service or sales estimates using Microsoft Word and create end of day reconciling report for service calls completed and send to corresponding party via email, fax or mail.
12. Organize workload to ensure deadlines are met; schedule work assignments in order of priority, technician skill sets and date received.
13. Resolve customer service complaints by aligning the resolution with our company’s vision to deliver exceptional customer service.
14. Schedule service calls that are geographically efficient.
15. Assign service calls according to skill level of each technician & workload per technician
16. Schedule service calls in order of priority to ensure customers’ needs are met.
17. Able to re-route service calls efficiently while under pressure with last minute changes
18. Able to finalize next day’s schedule making sure all technicians have their paperwork or online schedule and that their start time has been assigned and emailed to them by closing time.
19. Troubleshoot water treatment systems via phone.
20. Review completed work orders, update customer database with service updates, account notes, payment notes, customer request, technician’s recommendations, and enter part serial numbers.
21. Ability to follow current procedures on return trips, coordinating with customers and communicating with all people involved to insure we go back prepared and ready to complete the work.
22. Mail out service or promotion post cards, estimates, brochures, equipment information, test strips, instructions, and company letters.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Computer literate with a working knowledge of Windows and MS Office.
2. Type 45 wpm.
3. Good phone skills.
4. Strong communication and interpersonal skills.
5. Must be organized and able to multi-task in a fast pace environment.
6. Able to communicate with customer in a professional and courteous manner.
7. Participate in recommended meetings and trainings.
8. Adapt to company changes to keep up with new technology.

Education/Experience: High school diploma or general education degree (GED). Qualified applicant must have prior customer service, telemarketing and data input experience.

Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively to customers or employees of organization.

Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form. Supervisory Responsibilities: none

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is normally performed in a typical interior/office work environment. Equipment: Computers/Phones/Printers

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk, talk, hear, write, sit, use hands, reach with hands and arms, bend reach, push, pull, and lift up to 20lbs

Company Description

Company has been in business over 30 years, they have a great team and awesome work environment. They value all of their employees and offer raises, bonuses, great benefits and opportunity for growth. Apply Today!!!