Service Coordination Representative

1 week ago

Phoenix, Arizona, United States Crawford Services, Inc. Full time

Customer Service Representative

Job Category: Crawford Services, Inc. Requisition Number: CSRPO04175

Job Overview

Crawford Services, Inc. is a premier provider in the Plumbing and HVAC sector. We prioritize integrity, respect, expertise, customer-centricity, and efficiency, striving to create an exceptional workplace for our team members. Our goal is to be the go-to choice for home repair services, and we welcome you to join us in achieving this mission.

Key Responsibilities:

The Customer Service Representative collaborates within a team to manage HVAC and Plumbing service requests from third-party policy providers and coordinates these appointments with technicians. Additionally, this role involves tracking job progress through various software platforms, liaising with third-party cost approval agents, and maintaining communication with customers.

  • Handle incoming service requests from HomeServe Policy and Nations Policy for residential HVAC and Plumbing.
  • Schedule service appointments using multiple software systems for clients requiring assistance.
  • Ensure accuracy in call handling and technician efficiency, adhering to established business unit protocols and debriefing standards.
  • Verify technician qualifications for each service request.
  • Contact clients to confirm appointment times and follow up on the day of service to ensure timely execution.
  • Dispatch and debrief service calls, entering all relevant billing and job details to finalize each request.
  • Document all service information across three different computer systems, including business unit details, service type, and customer data.
  • Assist in debriefing technicians and ensuring accurate closure of work orders at the end of the day.
  • Conduct cost authorization tasks with HomeServe Policy and Nations to ensure appropriate pricing.
  • Finalize service calls and submit invoices through the third-party portal, reviewing and approving technician invoices for finance processing.
  • Manage dispute resolutions with both customers and third-party policy providers.

Qualifications:

  • Strong organizational, follow-up, and multitasking abilities.
  • Effective conflict resolution skills.
  • Critical thinking skills to offer viable solutions for vendors, customers, and the organization.
  • Self-motivated with the ability to work independently in a small team setting.
  • Proficient in personal computer operations and familiar with database and word processing software.
  • Excellent verbal and written communication skills, particularly over the phone.
  • Accurate data entry capabilities.
  • Alignment with the company's core values.
  • Able to provide guidance to technicians and field staff.
  • Consistent and punctual attendance; availability for overtime as needed.
  • Preferred: 2 years of experience in a fast-paced office environment involving field personnel.

What We Offer:

  • Competitive compensation.
  • Opportunities for career advancement.
  • Comprehensive health benefits and vacation time.
  • Retirement savings plan.
  • Paid training and ongoing education.

Crawford Services, Inc. is an Equal Opportunity Employer.

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