Customer Service Representative

General Description:
This position is responsible for responding to customer calls and inquiries in a courteous and prompt manner, entering the correct information into the computer system according to established procedures, and dispatching the service technician in the most efficient and cost saving method.
Principle Duties and Responsibilities:
•Receive calls from customers for the purpose of requesting service at a site and enters information into the database, finds the most available technician, and dispatch technician to the site.
•Maintain a sound working rapport with all field service technicians and customers.
•Respond to customer calls and inquiries in a courteous and prompt manner and assure that all service calls and preventive maintenance calls are efficiently and effectively dispatched.
•Assure that all information is complete and correct and that entries are in accordance with established formats.
•Provide assistance to management for special projects as assigned by supervisor. These projects may be permanent part of responsibilities, i.e., PM data, van inventory scheduling.
•Maintain a high level of quality service on each call received.
•Make certain that all calls entered into the computer system are closed by the end of each day.
•Notify supervisor immediately with any problems which will affect the dispatch of any technicians within the approved minimum time and inform the respective Area Manager when schedule cannot be met.•Keep Area Managers abreast on a daily basis of all activity in their assigned area.
•Notify supervisor if shift work schedule cannot be met.
•Notify supervisor of any customer problems or billing status changes which require management decisions.
•Occasional overtime may be required.
REQUIREMENTS
•Strong communication skills and good speaking voice with good command of the English language.
•Basic computer knowledge (specifically MS Windows, Word and Excel).