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Customer Service Representative
3 months ago
BASIC FUNCTION
In this role you will be at the front lines greeting our walk-in customers and phone in requests setting the stage for a positive Harker experience. So a smiling face and positive attitude are a must.
Your primary assignment will be to create service request work orders into our software system and assign them to a service technician. Once that work order assignment has been completed you will be required to bill out the work order so payment can be applied. Additional administrative responsibilities will also be assigned.
DAILY RESPONSIBILITIES
- Check voice mail, texts and emails to verify any cancellations or reschedules.
- Answer incoming calls and direct them to the appropriate person or department.
- Book any service work orders into our software system.
- This might require creating new customers & sites in the system.
- Gather as much detail as possible and include info into the job notes.
- Quote the customer our current rates and fees.
- Adding in any tasks and discounts to work order.
- Inquire about payment methods.
- Assign the work order to a technician.
- Check Quote required bins to provide customers repair quotes in a timely manner.
- After customer approval follow process for part order
- Watch for Part to come in and schedule return visit for part replacement
- Bill out any invoice that is commercial or not collected by technician
- Perform counter sales for walk in customers looking to buy filters.
- Prepare outbound mail for the post office.
- Clear out completed work order bucket.
WEEKLY RESPONSIBILITIES
- Bill out all completed service work orders you have been assigned.
MONTHLY RESPONSIBILITIES
- Attend company supplied training on scheduling, and customer relations.
- Update tech specific requirements to schedule board (technician needs to be done by 3 on this day, schooling conflicts ect.)
- Provide feedback to managers and sales staff regarding revenue opportunities, customer issues and all issues relevant to the business.
- Help with setting up our spring and fall residential clean & check promotions.
7:30am - 4:30pm