Job Description

ABOUT THE ROLE:

The Customer Service Representative (CSR) - Blended Support is responsible for executing high-volume, standardized service intake and coordination activities for the client, supporting HVAC, refrigeration, and commercial kitchen equipment service operations.

This role serves as the primary intake point for new service requests received via phone, email, and CMMS-generated notifications. The CSR collects, validates, and enters service request information, creates work orders, and hands off completed intakes to Market Service Operators (MSOs) for dispatch and resolution.

This is not a troubleshooting, dispatching, or customer escalation role. The CSR performs rule-based, structured tasks focused on accuracy, speed, and professional customer interaction. The position offloads repetitive intake work from onshore teams, improves data quality for dispatch, and supports scalable service operations as the client volumes grow.

KEY RESPONSIBILITIES:

A. Service Request Intake & Communication

• Receive incoming service requests via:
• Phone calls (new service requests only)
• Email
• CMMS / service portal notifications
• Act as the initial point of contact for customers reporting equipment issues.
• Collect required information using established intake scripts and forms, including:
• Customer name and contact details
• Service location
• Equipment type and basic issue description
• Maintain a professional, calm, and customer-focused demeanor as the face of the client during all interactions.
• Route non-applicable or misdirected inquiries to the appropriate department per instructions.

B. Work Order Creation & Data Entry

• Accurately create and enter service work orders in the CMMS system (SAMPro; future migration to RooPairs).
• Validate completeness of information prior to saving and submitting work orders.
• Assign completed work orders to the appropriate internal queue or MSO for dispatch.
• Maintain accuracy and consistency in:
• Customer records
• Work order details
• Required fields and templates
• Treat reopened or updated service requests as continuous transactions, not new work orders, per client workflow.

C. New Customer Onboarding (Lightweight)

• For first-time customers:
• Provide a brief overview of the client services using approved talking points.
• Send onboarding or information packets via email.
• Create new customer records in the system once required information is returned.
• Coordinate onboarding completion without exercising pricing, contract, or approval authority.

D. Customer Follow-Ups & CSAT Activities

• Support company-wide engagement initiatives under the direction of the Marketing Director, using the client's CRM platform.
• Perform post-service follow-ups as assigned, including:
• Customer satisfaction (CSAT) outreach
• Confirmation of service completion
• Follow up on unapproved quotes. This could be part of the Service follow-ups or its own function but a customer touchpoint for proposals that haven't received a response.
• Capture and document customer feedback for quality and service insight purposes.
• Follow defined scripts and workflows; no discretionary resolution or appeasement authority.
• Escalate negative feedback or complaints to the Customer Service Manager or MSO per protocol.

E. Coordination with Internal Teams

• Hand off completed service intakes to MSOs for scheduling and dispatch.
• Respond to MSO requests related to missing or incomplete intake information.
• Participate in feedback loops to improve intake quality and data completeness.
• Support short-term coverage or overflow activities as needed, based on capacity.

F. Quality, Process Discipline, and Compliance

• Follow documented SOPs, call scripts, and intake procedures without deviation.
• Maintain high accuracy standards for all data entered.
• Adhere to Origo SOC 2 and PCI compliance standards:
• No handling of customer credit card or sensitive personal data.
• Use VPN access appropriately when required for system access.
• Escalate unclear, incomplete, or non-standard requests rather than making assumptions.

SKILLS & QUALIFICATIONS:

• Minimum of 2 years of experience in a customer service, service coordination, or call intake environment.
• Experience in structured, rule-based service operations (e.g., service desks, BPOs, shared services) is preferred.
• Prior exposure to CMMS, ticketing, or work order systems is advantageous.

Technical & Process Skills

• Strong ability to navigate multiple systems efficiently.
• Proven accuracy in transactional data entry.
• Comfort handling:
• Low-to-moderate call volumes
• High levels of task repetition
• Digital queues and system-driven work
• Ability to work with:
• VPN-based systems
• VoIP / softphone technology
• Google-based productivity tools

Behavioral Competencies

• Excellent verbal and written communication skills.
• Strong attention to detail and process adherence.
• High tolerance for repetitive, structured work.
• Professional demeanor when handling customers under stress.
• Willingness to accept feedback and continuously improve.

Work Schedule & Setup

• Hours of Operation: Monday–Friday, 7:00 AM – 4:00 PM (Arizona time)
• Work Arrangement: Hybrid (work-from-home eligibility dependent on technical readiness and compliance approval)
• Training hours may vary temporarily during onboarding and knowledge transfer.

Success Measures

• High accuracy rate in work order creation and customer data entry.
• Timely intake handling within agreed response and turnaround expectations.
• Minimal rework due to missing or incorrect information.
• Professional customer interaction quality.
• Consistent adherence to documented procedures and quality standards.