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Customer Service Representative

2 months ago

Waunakee, Wisconsin, United States CoolSys Full time
Job Summary

The Customer Account Representative is responsible for processing and completing open service calls for assigned customers/accounts using third-party online systems in a prompt, accurate, and professional manner, adhering to customers' requirements and company standards.

Key Responsibilities
  • Ensure customer service and quality of work meet customer requirements and company standards.
  • Accurately and timely enter service calls from opening to completion.
  • Manage open service calls progress and 'after-the-fact' quotes to ensure completion rate in the system at 90% or over, with no more than 10% of calls rejected or disputed.
  • Escalate any customer/account issues, problems, and exceptions to the Customer Account Manager.
  • Submit quotes and communicate service calls progress with customers in accordance with contract requirements.
  • Perform all responsibilities in an honest, ethical, and professional manner.
  • Manage PMs for account representation.
  • Maintain third-party portals.
  • Use Salesforce to find new customers.
  • Perform other duties as assigned.
  • Add and manage new customers.
  • Monitor Service Channel notes to ensure timely responses.
  • Resolve rejected quotes in third-party portals.
  • Resolve rejected invoices in third-party portals.
  • Reneew PM agreements and HBBs.
  • Create new PM Agreements (survey equipment if local).
Qualifications
  • High school diploma, GED, or completion of business/office vocational training. AA degree is a plus.
  • 2+ years of data entry and/or office-based customer service experience preferred.
  • Ability to be punctual and dependable.
  • Ability to manage multiple service calls, set and balance competing priorities with good organizational skills and ability to multitask.
  • Ability to solve problems and apply good judgment.
  • Excellent verbal/nonverbal and written communication skills.
  • Strong customer service skills, including the ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers and colleagues.
  • Ability to use typical business tools, including MS Word, MS Excel, Outlook, online databases, etc.
  • Ability to understand and follow customers' contracts, scorecards, etc.
  • Ability to work constructively in a team environment and follow instructions from superiors.
  • Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.