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Customer Service Representative
4 months ago
** Midwest Mechanical Group Inc.**
** Customer Service Representative**
Lombard, IL 60148
**Primary Role:** To provide exceptional customer service by meeting customer needs and service/maintenance commitments through the coordination of manpower, tools, and equipment. To provide exceptional customer service to internal customers through document preparation, proposal preparation, purchase orders and agreement files. Oversee all functions assigned to the CSR Support and train in all aspects of your primary responsibilities. Ensure cross-training with the Project Coordinator to support when necessary. Always dress and perform all duties and treat all customer and associates as a Business Professional.
**Customer Service**
* Provide responsive customer service. Answer customer calls quickly and pleasantly. Gather all of the customer information required for proper scheduling and invoicing. Input the information into dispatching system.
* Schedule all customer requests for service promptly and dispatch the appropriate service technician based upon the customer, the nature of the call, the skill level required, the response time required, etc.
* Maintain a written schedule all calls weekly and in advance 2-3 days at all times. Notify all customers in advance of PM schedule according to the Customer Service (CS) Best Practices policy and procedure. Note in the call slip name of person notified and date of contact, according to CS Best Practices Policy and Procedure.
* Provide Work Order/Project numbers to each technician upon the dispatch assignment of each call, maintaining dates and notes of completed work in the Call Slip of the Coins System. Use a resolution code upon completion of all call slips in software.
* Follow-up promptly on any open items (parts orders, rescheduling, etc.) following the conclusion of the service call.
* Participate, Coordinate and Facilitate bi-monthly Customer Service Meetings and all Customer Start Up Meetings.
* Follow Customer Service Best Practices.
**Maintenance**
* Attend the on-site start-up meetings for new agreements.
* Assign and schedule all of the preventive maintenance for the month by the tenth of the month.
* Schedule and verify completion of all preventive maintenance within two weeks of the assigned month (i.e., all January PM completed. by February 15).
* Update the tasking as added information is provided
* Provide monthly Open PM calls report for Team Meetings and discuss and review with your Service Manager at a minimum monthly at a regularly scheduled meeting.
**Projects**
* Support and backup Project Coordinator when necessary and order the appropriate equipment/parts and schedule qualified manpower to complete each project within the schedule established during the internal start-up meeting.
* Monitor all costs to assure gross profit performance.
* Immediately notify the Service Manager of any poorly performing project. Suggest corrective action.
* Review the past and projected gross profit performance weekly and at month end on all assigned projects with the Service Manager and General Manager.
* Process project invoicing to assure prompt customer invoicing and maximum cash flow.
**Sales**
* Prepare and provide customer quotations (i.e., quoted spot) within twenty-four hours of request. Based upon the size and complexity of the project, using the Project Template only, either prepare the quotation or provide the information to the Service Manager for follow-up.
* Maintain a quotation file of all quotations that are issued.
* Promote service agreements to all non-agreement customers. Pass leads on to the Service Manager immediately.
* Promote sales leads from the service technicians. Pass them on to the Service Manager immediately.
**Productivity**
* Know the needs of each customer, the capabilities of each technician and the geographic area so you can provide the direction and support required to maximize the productivity of the service technicians.
* Take the steps necessary to assure that the service technicians have the required information, tools, equipment and parts to complete their assignments.
**Inventory**
* Maintain inventory records for all assigned technicians.
* Assure that parts, equipment, etc., are properly charged to and from inventory.
**Tools**
* Maintain the location and assignment of all Company tools.
* Maintain a current listing of service technician personal tools.
**Purchasing**
* Respond promptly to purchasing needs. Utilize the purchase order system.
* Maintain vendor relations to provide a continuous flow of information and pricing.
* Know the vendors serving the Company and the products that they provide so you can provide quick response when parts are needed.
**Receivables**
* Perform necessary functions to aid the collection process, reviewing and monitoring the Credit Hold messages and providing Business Systems the monthly PM schedule to check on credit status of our agreement customers prior to performing PM service.
* Ensure the appropriate credit checks have been performed by Business Systems on all new customers PRIOR to providing service.
**Improvement**
* Continually look for ways to improve our ability to serve the customer effectively.
* Improve your personal performance on a continual basis. Suggest training programs, etc., to your supervisor as they apply.
**Safety**
* Use safe work practices in the office and promote safe work practices in the field.
* Notify your supervisor of any unsafe conditions.
**Special Projects**
* Perform any special projects and provide any support needed and requested by your supervisor.
**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.
**Reasoning Ability**
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
**Physical Demands**
The physical demand described here are representative of those that must be met by an employee successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or touch objects, tools or controls and talk or hear. The employee is occasionally required to stand, walk and reach above shoulders. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
**Safety**
* Use safe work practices in the office and promote safe work practices in the field.
* Notify your supervisor of any unsafe conditions
* Comply with all Midwest Mechanical Safety Policy and Procedures.
**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. The noise level in the work environment is usually moderate.
