Customer Service Associate

Summary

Under limited supervision of the General Manager, performs various secretarial, office support, and customer service-related tasks according to standard operating procedures. Working hours are from 8:00 to 5:00.

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

Duties and Responsibilities

• General

• Complies with work scheduling and attendance requirements.

• Consistently represents the company and its services in a positive manner while taking calls from customers, dispatching as necessary and giving resolution to the caller's request.

• Effectively keeps customer accounts updated which also includes extra service billing, collections, and retention.

• Responsible for contract bookings (repair, modernization, and maintenance)

• Upgrades non-maintenance customers to maintenance contracts.

• Reviews payroll weekly and make necessary changes to ensure hours are correct for field employees.

• 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.

• Verifies and tracks expense reports for field and other personnel.

• Performs other related duties incidental to the work described herein. This is not intended to be an exhaustive list of all responsibilities and duties required.

• Inspections

• Provides proposals for customers that do not have inspections as part of their service contract.

• Schedules inspection, coordinating with Service Supervisors.

• Sets up repair jobs.

• Bills completed jobs.

• Ensures callback is billed, when necessary, and provides updates to customers as they incur callback charges.

• Provides tickets for technicians one month in advance.

• Safety

• Submits and files Safety Documentation.

• Makes sure safety meeting binder has all meetings in the safety binder for the prior month.

• Posts meeting sign-in sheet at the end of each week.

• Keeps record of Safety Audits.

• Notifies General Manager of any deficiencies on a weekly basis.

• Modernization and Repair

• Assists General Manager in Modernization Projects orders.

• Generates purchase orders and sends to vendor.

• Keeps material log for projects.

• Recommends repair sales from customer inquiries/ time ticket review/ technicians recommendation/inspections to customers based on local office policy.

• Field Support

• Provides tickets numbers to technicians.

• Provides purchase order support, as necessary.

• Provides support for new cell phones or phone supplies (i.e. batteries, chargers).

• Administration Duties

• Sets up Repair Contracts - folder, permits, etc.

• Sets up Modernization and Construction Contracts - folders, permits, etc.

• Ensures annual documentation is prepared and ready to go out (i.e. Service Job Folders, State Licenses, Business Licenses, Insurance documentation).