Customer Service Representative

4 days ago

Bedford Heights, Ohio, United States Cook & Boardman Full time
Job Title: Customer Support Representative

The Customer Support team member plays a crucial role in providing exceptional customer service and building strong relationships with customers. This role requires a high level of technical knowledge and excellent communication skills to resolve customer issues efficiently.

Key Responsibilities:
  • Manage daily follow-up tasks, including quote follow-up, work order completion, and issue resolution
  • Quoting and change orders to customers
  • Manage inbound and outbound phone calls
  • Meet or exceed minimum required standards for the job
  • Maintain an Hours Earned calculation of 95% or greater monthly
  • Maintain phone availability time greater than 82% daily
  • Log into phone system and GP with agent ID within 5 minutes of start of shift
  • Log out of phone system and GP no more than 5 minutes before end of shift
  • Dispatch 95% of orders assigned to you within customer SLA or 8 hours, whichever is earlier
  • Maintain a Quality Assurance score of 95% or above department standard each month
  • Margin management: no more than 5 daily service tickets under 15% on labor margin report
  • Achieve a labor margin rate above current company goals on all non-warranty and non-RMA order types
  • Work order setup for invoicing
  • No more than 10 service tickets weekly over 14 days from complete not ready to invoice
  • Follow the Work Order completion process
  • Update third-party websites
  • No more than 15 daily service orders where the scheduled (completion) date with customer does not match Bass software 'response date
  • Understand system date to help internal and external customers
  • Utilize system software with SOP
  • Assist in field service issue resolution
  • Follow the RMA creation and resolution process
  • Provide excellent Customer reporting and Customer Communications
  • Maintain Subcontractor communication and partnership
  • Respond to customer emails and inquiries within 24 hours of receipt
  • On Call and Weekend Shifts as Required
  • Other relative duties as assigned
Requirements:
  • Associate's Degree, or an equivalent combination of education/experience
  • Current and valid US driver's license preferred
  • At least 3 years of experience in a similar position
Knowledge, Skills, and Abilities:
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers or employees of the organization
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
  • 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
Work Environment:

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. May occasionally require driving to project sites.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Cook & Boardman is an equal opportunity employer and welcomes applications from diverse candidates.

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