Client Relations Specialist

1 week ago

Lombard, Illinois, United States Service Logic Full time

Service Logic

Customer Service Representative

Primary Responsibilities: The primary objective of this role is to deliver outstanding customer service by addressing client needs and fulfilling service commitments through effective coordination of personnel, tools, and resources. This position also involves assisting internal stakeholders with document management, proposal development, purchase orders, and contract documentation. The representative will oversee all assigned functions and provide training in all aspects of their responsibilities. It is essential to maintain a professional demeanor in all interactions with customers and colleagues.

Customer Interaction:

Deliver prompt and courteous customer service. Respond to customer inquiries efficiently and gather necessary information for accurate scheduling and billing. Enter data into the dispatch system.

Organize all customer service requests swiftly and assign the appropriate technician based on customer needs, call nature, required skills, and urgency.

Maintain a detailed weekly schedule of all calls, ensuring that customers are notified in advance of any planned maintenance according to best practices.

Provide technicians with Work Order/Project numbers upon dispatch and maintain records of completed work.

Conduct timely follow-ups on any outstanding issues, such as parts orders or rescheduling.

Participate in and facilitate regular customer service meetings and onboarding sessions for new clients.

Maintenance Coordination:

Attend meetings for new service agreements and ensure all preventive maintenance tasks are scheduled and completed on time.

Generate monthly reports on open preventive maintenance calls for team discussions and review them with management.

Project Support:

Assist the Project Coordinator as needed, ensuring the procurement of necessary equipment and scheduling qualified personnel to meet project timelines.

Monitor project costs to ensure profitability and report any issues to management promptly.

Sales Support:

Prepare customer quotes within a specified timeframe and maintain a comprehensive record of all issued quotations.

Encourage service agreements with non-contract customers and relay sales leads to management.

Operational Efficiency:

Understand customer needs and technician capabilities to optimize service delivery.

Ensure technicians have the necessary information and resources to perform their tasks effectively.

Inventory Management:

Keep accurate inventory records for assigned technicians and manage the flow of parts and equipment.

Purchasing and Vendor Relations:

Respond to purchasing requests promptly and maintain strong relationships with vendors to ensure timely access to necessary materials.

Receivables Management:

Support the collection process by monitoring credit statuses and ensuring proper credit checks are performed for new customers.

Continuous Improvement:

Seek opportunities to enhance service effectiveness and personal performance, suggesting relevant training as needed.

Safety Practices:

Adhere to safety protocols in the workplace and promote safe practices among team members.

Work Environment:

The role is performed in a moderate noise environment, and reasonable accommodations may be made for individuals with disabilities.

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