Customer Service Specialist

At D/E/F Services Group, Ltd we love to build. Since our inception in 1999, we have crafted our company to be the contractor of choice for design / build & general construction services in the fields of Mechanical, Electrical, Plumbing, HVAC, Low Voltage & Carpentry. Do you enjoy working with a team that likes to win? Do you want to learn, grow & build your value? Are you the type of person who takes responsibility? Are you consistent in your workmanship? Do you feel like you can do more? With our Core Values, D/E/F Services Group could be the place for you.

The Customer Service Specialist at D/E/F Services Group, Ltd works under the direct supervision of the Service Manager and is accountable for the day-to-day functions of the customer service and support functions within the business development & service divisions, including additional duties associated with the administrative, finance and skilled trade departments. We are looking for a self-motivated candidate who is process oriented, collaborative, an effective communicator, is a self-starter, and is comfortable working in a high energy, entrepreneurial organization in the construction industry. Candidates will need to be comfortable working with and managing workers across diverse disciplines and skill sets to build a cohesive, capable team.

The Value of One Benefits Package:

• Medical, Dental & Vision Insurance with Employer Contribution
• Ancillary Insurance Options such as Life Insurance, Short-Term, and Long-Term Disability
• D/E/F Days which provide 6 days off per year in addition to the 6 federally recognized holidays.
• Family Medical Leave & Paid Time-Off after accrual.
• Local & National Retailer Discounts

Essential Traits for Success:

• Establishes priorities and has a can-do demeanor.
• Able to maintain confidentiality and integrity.
• Have a strong work ethic and be task oriented.
• Possess strong customer service, administrative, and organizational skills.
• Complete customer follow-up calls, and surveys that differentiate us from our competitors.
• Implement and maintain customer service experience to ensure customer loyalty.
• Route incoming calls to appropriate personnel throughout the company.
• Evaluate incoming service calls for urgency and dispatch appropriately.
• Leverage service opportunities to increase per-call revenue by using processes to follow-up and contact the customer.
• Communicate accurately and clearly both orally and in writing.
• Answer all internal and external customer calls to organize, prioritize, and schedule service, retrofits, replacements, and new installations.
• Maintain a pleasant, friendly, and professional telephone manner, and have an ability to adapt quickly when dealing with customers by using a “can-do” approach.
• Process credit card transactions to collect appropriate dispatch fees for every service call.
• Input all relative information into ComputerEase and generate a work-ticket that includes customer demographics, unique service information, site notes, and notify technician of incoming dispatch.
• Monitor service calls on the ComputerEase dispatch board and monitor the board in conjunction with the service manager to improve operational efficiencies and performance daily.
• Track service call completion, and if a follow-up service is required perform necessary actions within ComputerEase to generate a follow-up service.
• For completed service calls not requiring a follow-up service, verify customer satisfaction, complete post-service survey, and route completed work ticket to Accounts Receivable.
• Finalize completed work tickets, send invoices to customer, and collect final payment.

Customer Service Specialist Qualifications / Skills:

• Must be mentally present, engaged in the daily processes, and have an “own it” mentality.
• Strong organizational skills, attention to detail and able to consistently follow written processes and procedures.
• Excellent analytical skills and able to identify problems.
• Task-oriented and results driven
• Proficient data entry and reporting skills
• Strong written and verbal communication skills

Licensing, Education and Experience Requirements:

• High School Diploma is required.
• 3-5 Years’ experience with customer service in a service-setting.
• 2 Years experience with service dispatching in a field-service environment.

Required Technology Skills

• Proficient in the Microsoft Office Suite and Adobe Creative Suite
• Microsoft Teams & SharePoint
• E-Mail
• Functional use of Smartphone, Tablet, or Laptop
• Basic typing skills