Job Description

Job Summary

The position is responsible for the daily management of incoming and outbound customer communications. This would include managing the proper documentation of customer information in a customer service database during and after each call or email correspondence. Additional responsibilities include managing initial customer inquiries about billing, product problems, service questions and general client concerns. Any person in this role will be expected to maintain a high-level of professionalism with clients and must work to establish a positive rapport with every caller.

Essential Duties and Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Respond to inbound customer communications via phone and email. Ensures Service Requests get logged into the Service Titan (ERP) call log. Manage customer expectations by updating work order and appointment window status. Reschedule or adjust appointments as necessary to accommodate emergency requests.
• Interact with Technicians and management to ensure all customer requests are scheduled and promptly responded to. Communicate and relay essential information to/from Technicians to the operations support teams and management. Recommends alternative scheduling and dispatch options to leadership. Ensures planned maintenance is completed on schedule and to customer specifications.
• Follows standard practices and procedures. Makes continual improvement suggestions to further enhance practices and procedures. Ensures quality of work and data into Service Titan. Reviews daily call logs for incomplete and dropped calls and work orders.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities. Takes ownership for the service level and outcomes of the Service department.

Other Job Duties

Please note this job description is not designed to over or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice.

Required Education and Experience

• Education and/or experience equivalent to a high school diploma and 2-3 years of relevant customer service, dispatch, or call center environment experience.
• Experience in Construction, Field Services, HVAC or Home Security environments preferred.
• Some experience with dispatch and service team logistics preferred.

Requirements

Additional Qualifications

• Communications: Able to read, write and communicate effectively and professionally including active listening skills and the ability to demonstrate empathy. Able to present information and respond to questions from peers, managers, clients, customers, and the general public in a courteous and helpful manner. A customer focus with an emphasis on the quality of the customer experience and a “can do” attitude. Ability to interact effectively at all levels and across diverse cultures.
• Math: Able to perform simple addition, subtraction, multiplication and division using standard units of measure and weight.
• Reasoning: Able to apply common sense understanding to carry out simple instructions furnished in written, oral, or diagram form. Able to follow instructions and deal with problems involving several concrete variables in standardized situation with only general supervision.
• Teamwork/Reliability: Solutions-oriented and able to track and prioritize tasks in a fast-paced environment with several simultaneous projects. Able to follow instructions thoroughly and completely. Able to work with minimal supervision.
• Technology: Proficient with word processing/data entry, spreadsheets, use of the internet and email. Able to use Microsoft Office at an advanced level.

Work Environment

This is primarily an office-based position requiring the utilization of computers and phones most of the time. The physical environment requires employee to work in an office environment and a fabrication warehouse. Utilization of personal protective equipment to prevent injury may be required.

Travel Required

Very rare, if any. May be required to travel to customer jobsites or between different office locations.