Client Service Representative (CSR)

TAB Computer Systems (TAB) is on the lookout for someone like you to join our awesome team! We're a 100% employee-owned company since December 2021, and we're very excited to have you on board. As a Client Service Representative (CSR), you'll be the bridge between our clients and our Information Technology (I/T) Service Department. It's all about building strong relationships with both our internal departments and our external clients. So if you're enthusiastic, professional, and a team player, we can't wait to meet you!

Client Service Representative (CSR)

Reports to:

Client Services Manager

Overall Responsibility:

Provide liaison between clients and the service department. Develop strong working relationships with both internal departments and external clients.

General Description – Bullet Points

Telephone:

• Handle all service/help desk related incoming calls
• Create tickets (document issue, configuration, etc.)
• Determine if an immediate transfer of the call to Management or Sales is required.

Scheduling:

• Setting appointments for road technicians
• Project Scheduling – Multiple days/weeks
• Daily follow-up with techs to verify that next day appointments can be confirmed
• Confirm new appointments prior afternoon
• Client confirmation / modifications should be made between 3:30-4:00 PM each day.
• Contacting client(s) each morning if a tech will be running late - ASAP
• Contacting clients if an appointment must be rescheduled due to other client emergencies, techs out sick, etc. - ASAP
• Contact clients for late arrivals to the next stop if technicians cannot do it themselves.
• As techs free up, fill their remainder of the day with additional stop(s).
• Schedule pre-project meetings (Sales, CSM, Engineer) for all project work.
• Schedule Pre-scope out meetings
• Schedule Post Scope project meetings (Sales, HOO, Engineer)
• Leap frog appointment as appropriate – CSM guidance
• Monitor / Schedule Reoccurring Block Time scheduling

In-House Work / Follow Up:

• POD Work – Monitor and track all activity
• WIP – Confirm activity on a daily basis – Equipment on wall for techs, etc.
• Monitoring of Service Boards for new tickets and route accordingly
• Schedule HR-related items as directed by the Client Services Manager (CSM)
• Address client-related tech requests as discussed with CSM
• Work with Shipping & Receiving Tech to ensure all equipment / products for techs are ready for the next day.

Other Duties

• Inform CSM of any verbal comments from clients. If directed by CSM add comments to the ticket and inform technician / management of this feedback. (Internal Analysis).
• If requested by CSM assist in resolving client disputes or complaints.
• Participate in rotating attendance to Sales Orders, and Service Meetings as well as CSR meetings.
• Scheduled in-house meetings

General:

• Work with all managers and co-workers as an integral part of TAB
• Always work in TAB’s best interest.
• Other Duties as Assigned

Compensation:

Compensation will be commensurate with administration positions at the small business level. This is a non-exempt (hourly) position.

Duties and Responsibilities:

All duties and responsibilities assigned to this work function (see General Description) must be performed in accordance with TAB procedures and guidelines. All work functions should be done professionally and efficiently. Always check with TAB management if you are not sure how to proceed with a given task.

Perform other related duties as assigned incidental to the work described herein.

Assist with other TAB personnel when the need arises.

Physical Requirements and Working Conditions:

Client Service Representative must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighting up to 30 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Position Requirements:

• Technical knowledge preferred
• Experience in related field a plus (scheduling/dispatching)
• Work with all managers and co-workers as an integral part of TAB
• Always work in TAB’s best interest.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Good phone skills and professional demeanor.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Always be calm, patient, and professional when working with clients, especially during stressful situations.
• Ability to multi-task and switch gears in a potentially fast-paced environment.
• Ability to handle constantly changing workflow and remain productive during slow times.
• Ability to work responsibly with or without supervision.

Job Type: Full-time

Pay: $40,000.00 - $48,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Referral program
• Vision insurance

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• East Hartford, CT 06108 (Required)

Ability to Relocate:

• East Hartford, CT 06108: Relocate before starting work (Required)

Work Location: Hybrid remote in East Hartford, CT 06108