Customer Service Representative
About the role
Perform day to day support for field technicians in regards to all maintenance activities at remote telecommunication site locations. Responsible for vendor/technician scheduling, follow up and closing out work orders ranging from generator/propane repair and service, HVAC repair and service, to facility repair and service. |
What you'll do
- Manage customer work orders from creation through completion and closeout.
- Create and dispatch work orders to technicians and vendors.
- Monitor open, pending, and on-hold work orders and follow up as needed.
- Maintain accurate work order notes, statuses, schedules, and documentation.
- Communicate with customers regarding work order status, scheduling, delays, and completion.
- Provide weekly and/or requested customer updates and reporting.
- Coordinate technician schedules and assist with daily dispatching.
- Coordinate outside vendors for repairs, maintenance, and other service needs.
- Follow up with vendors for scheduling, completion status, service notes, photos, and closeout documentation.
- Review technician and vendor documentation to ensure work was properly completed and documented.
- Assist with formal repair quotes, customer charges, and quote tracking.
- Review vendor invoices and supporting documentation for accuracy and approval.
- Process warranty repairs and LPG repairs from dispatch through closeout and invoice approval.
- Maintain customer trackers, reports, and other operational records.
- Work closely with technicians, vendors, customers, and Regional Management to resolve issues and keep work moving.
- Prioritize emergency and time-sensitive requests appropriately.
- Ensure completed work orders are closed within the expected 24–48 hour timeframe.
- Maintain a high level of accuracy, organization, responsiveness, and customer service.
Qualifications
High school Diploma/ GED
Customer service experience, clerical or office admin experience, multi-line telephone, basic office equipment, conflict resolution.
Must be proficient n Microsoft Office (Word, Excel and Outlook), analyzing data, decision making, developing standards, staffing and planning.
Need to be organized, trustworthy, patient, resourceful, a quick learner, ability to follow through. ability to multitask, ability to solve problems quickly, a good attitude, creative, critical thinker and set motivated.