Job Description

Who We Are:

With a vision to create “A Better World Together,” Inframark is a strategic and technical partner to communities across the country, delivering water management and other essential community services that benefit millions of people and the planet. Our partnerships leverage the power of advanced digital tools and analytics, with decades of hands-on experience and expertise to explore possibilities for a better tomorrow. Now, as part of Azuria Water Solutions, we have even greater capabilities to protect and sustain the water systems communities depend on, today and for the future.

The Role

As the Customer Care Representative, you will be coordinating with existing and potential clients to assess their needs, offer solutions, and ensure customer satisfaction and project coordination is completed. You will be the go-to for capturing incoming requests for service and supporting the field service workflow with scheduling, communication, project set-up and documentation assistance.

Most importantly you will manage customer relationships and deliver excellent customer experience.

What You’ll Do

• Efficiently schedule all the project needs ensuring the service personnel have all the information, equipment, and parts to complete the scope of work.
• Capture sales opportunities and expand scope of services to customers on a regular basis.
• Create, input, and manage service cases in the ERP system in response to incoming customer orders, inquiries, and service requests
• Generate detailed sales orders based on customer requests and approved estimates; coordinate and schedule service cases to optimize field resources
• Place customer reminder calls for upcoming service on a scheduled basis and conduct customer satisfaction calls on a regular basis.
• Contribute to the planning of Service workflow through NetSuite including setup and management of service Cases throughout the process.
• Participate in scheduling Inframark personnel in alignment with the Customer’s schedule including the planning and scheduling of recurring work (DRaaS, Calibrations, Maintenance, etc.).
• Develop a full understanding of the services offered and typical parts used with the ability to communicate various options, features, benefits, and value of Inframark service offerings.
• Provide a high-level technical understanding of typical parts used and required configurations for assisting customers and securing vendor quotes.
• Identify opportunities to upsell or cross-sell additional products or services that could benefit the client.
• Build and maintain strong relationships with clients by understanding their business requirements and providing timely and customized solutions to meet their needs.
• Be an active listener, provide empathy, and effective communication skills.
• Generate and deliver service work estimates; including the use of internal and external technical assistance for accuracy.
• Set up and maintain calibration sheets/certificates, and other field generated documentation.
• Assist with asset assignment and deploying assets and shared tools to technicians and job sites as required.

What You Need:

• A combination of education, training, and experience that provides exceptional customer experience and project coordination.
• Project Management skills and tracking.
• Excellent communication skills and the ability to work well with people is essential.
• An eye for details and an ear for listening.
• An ability to determine what is urgent, important and what can wait.
• Be a solver of issues, with in and outside the box solutions.
• Ability to remain calm and professional even when times are challenging.
• Ability to work as part of a team, independently, take ownership of performance results.
• Advanced skills in Microsoft suite: Word, Teams, and Excel.
• The ability to be in office.
• Be curious, positive and desire to learn.

What We Offer

• Comprehensive benefits and wellness resources
• Competitive compensation package
• Commitment to work-life balance
• Supportive, safety-first culture
• Multiple paths to help you navigate and grow your career
• Extensive array of learning and development programs including tuition reimbursement

To support a safe and secure workplace, all offers of employment are contingent upon the successful completion of background screening, drug testing, and driving record review where applicable.

Inframark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To support a safe and secure workplace, all offers of employment are contingent upon the successful completion of background screening, drug testing, and driving record review where applicable.

Inframark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.