Customer Service Representative

3 weeks ago

Mira Loma, California, United States RiverPoint Full time
Job Description

RiverPoint is seeking a skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, ensuring timely follow-ups on order statuses, and coordinating with other sites regarding part availability.

  • Provide top-notch customer service, responding to inquiries and resolving issues in a timely and professional manner.
  • Manage inbound phone calls, online inquiries, and customer walk-ins, ensuring a seamless experience for our clients.
  • Collaborate with branch staff to resolve issues and provide solutions, ensuring customer satisfaction and loyalty.
  • Process customer requests, including rental quote generation and order placement, over the phone, in person, or via email.
  • Enter orders and arrange delivery to all sites and locations, ensuring accurate and timely fulfillment.
  • May be required to handle contract renewals and contract maintenance or changes, including simple configuration or change of purchase order.
  • Reviews autorenewals of contracts and supports contract additions identified by branch staff.
  • Complete equipment and rental processes, scheduling product pick-up and preparing paperwork for customer sign off.
  • Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair.
  • Supports branch staff in compiling metrics and ensuring customer requests are completed in a timely manner.
  • Ensure correct time entries and appropriate billing is maintained for projects and service engagements.
  • Obtain and update forms of payment to process for service orders from customers.
  • Ensures all service operations and part numbers are added to service orders.
  • Create and maintain a safe working environment and culture within the organization.
  • Take care of internal and external customer needs and expectations.
  • Demonstrates high-impact culture through innovation, accountability, and empowerment.
  • Must be able to function in a team environment, usually working with direct supervision but can work independently.

Requirements:

  • High school diploma or equivalent plus 2 years of applicable work experience.
  • Forklift certification preferred.
  • Computer proficiency to include Microsoft Suite and math skills.
  • Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing.
  • Able to execute tasks at medium levels of autonomy, with limited guidance required for complex tasks.
  • Able to collaborate with other disciplines.
  • Ability to understand concepts in execution and strong organization skills.
  • Understanding of general business concepts.
  • Strong communication skills between team members.
  • Solid user of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
  • Fluency in relevant ERP systems.
  • Basic understanding of typical IT business tools.

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