Customer Service Associate

Summary

Under limited supervision of the Regional VP and/or General Manager, performs various office support, sales, and customer service related tasks according to standard operating procedures.

The Customer Service Associate is a direct report to the Regional VP and/or General Manager, but has responsibilities to support other office personnel including, but not limited to Service Managers, Business Development Managers, and Technicians.

Duties and Responsibilities

• Consistently represents the company and its services in a positive manner while taking calls from customers, dispatching as necessary and possible giving resolution to the caller’s request.
• Effectively keep customer accounts updated which also includes extra service billing, collections and cancellation prevention.
• Responsible for contract bookings (repair, modernization, and maintenance)
• Upgrade non-maintenance customers to maintenance contracts.
• Proactively seek to sell company services to exisiting and new customers.
• Recommend repair sales from customer inquiries/ time ticket review/ technicians recommendation/inspections to customers based on local office policy.
• Dispatch service employees to customers sites.
• Partner with Service Manager(s) to schedule site inscpections.
• Actively participate in Safety Meetings.
• Support Safety Directory with recordkeeing and training as necessary.
• Complies with the rules of operation, procedures and policy when using company computers.
• Receives, opens, screens and routes daily mail to appropriate office.
• Organizes and maintains the local branch for the company which includes keeping the office neat, filing, and ordering supplies when needed.
• Perform other related duties incidental to the work described herein. This is not intended to be an exhaustive list of all responsibilities and duties required.

The general purpose of the Customer Service Associate’s job is to keep the office running in a smooth and orderly fashion. By having the office running smoothly, time will be freed up for the Regional VP, General Manager and the Support Staff to gain more business, support the field with technical support, and improve general safety for our Technicians.

Skills

• Communication Skills
• Computer/Technical Literacy
• Microsoft Excel
• Interpersonal Skills
• Listening
• Managing Multiple Projects
• Planning/Organizing
• Microsoft Word

• Billing
• Collections
• Leadership/Management Skills
• Microsoft PowerPoint
• Research Skills

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)