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Customer Service Representative

2 months ago

Rochester, United States EMCOR Services Betlem Full time

Job Summary: The primary responsibilities of this position include customer communication, planning, dispatching, use of company software systems, and other tasks as described in detail below. Ensure that all tasks assigned to you are organized, performed safely, and completed in a timely manner. Essential Duties & Responsibilities: Handle incoming customer phone calls and schedule accordingly. Create call slips and work orders with all pertinent client information in COINS. Each morning review all calls from the prior night/weekend, discuss with the technician and managers, and follow-up as needed. Provide follow-up of work orders with customers as needed. Provide support for service dispatch as needed including prioritizing, scheduling, and assigning work orders to technicians. Provide support with billing of work orders as needed. Give out purchase orders as needed. Schedule sales appointments with customers and track sales appointments. Open and close installation work orders and track required information while in progress. Complete the invoice/billing process on all installation work and provide support to service billing. Maintain all duties required within the preventative maintenance program including entering new customers in the spreadsheet, sending out renewal information, contacting customers and scheduling PM appointments, keeping up with program changes, and recommending process improvements. Warranty: file for, maintain, and organize all warranty needs including parts and/or labor warranties per our vendors' requirements. Provide support to the service manager including assisting and organizing weekly time tickets for payroll and follow-up. Process financing/credit card information. Work with service technicians to schedule sales appointments as needed. General office duties including filing and managing supplies as needed. General Duties and Responsibilities: Develop a detailed understanding of all of the residential service technicians’ skills. Follow-up on incomplete work to ensure it gets completed in a timely manner. Suggest methods of improvement to the service supervisor. Qualifications: Have strong organizational skills. Computer skills – ability to learn new programs and use company software systems. Be self-motivated and a team player. Demonstrate a great work ethic. Ability to multi-task. Adhere to safety requirements in the shop (i.e., safety glasses, safety shoes, hard hats, etc.). We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled. #J-18808-Ljbffr