Customer Service Representative 1

About the role

The Service Account Representative provides effective, high-quality customer service to both internal and external customers by leveraging strong knowledge of company products and services. This role focuses on matching and receiving purchase orders from vendors, billing accounts receivable customers, preparing service invoices, and supporting dispatch operations. The position requires consistent communication with service technicians and customer contacts, accurate maintenance of customer records, and diligent follow-up on billing and account issues in a fast-paced, team-oriented environment. This is a Contract position based out of Grand Rapids, MI.

Responsibilities

• Match purchase orders from vendors to corresponding records and ensure accurate receipt and processing.
• Prepare and process billing for accounts receivable customers, including service invoices and related documentation.
• Assist with dispatching calls to technicians, ensuring accurate and timely communication of service requests.
• Answer incoming phone calls, take detailed messages on service calls, and dispatch information to appropriate team members.
• Provide effective customer service to internal and external customers using in-depth knowledge of company products and services.
• Communicate regularly with store managers, maintenance personnel, and other customer personnel as needed to support service activities.
• Apply customer-specific Rules of Engagement (ROEs) to process work orders, prepare service repair quotes, and update online systems based on parameters supplied by Service Managers and relationship holders.
• Ensure that ROEs are clearly understood, communicated, and executed by the fulfillment team, including Area Service Managers, Project Administrators, Technicians, and other stakeholders.
• Coordinate and communicate fulfillment activities with Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
• Maintain accurate and up-to-date customer records using internal and customer-based automated systems.
• Prepare service repair quotes in accordance with customer-specific ROEs and internal standards.
• Review and approve service work orders in collaboration with Service Managers and key relationship holders, ensuring compliance with ROEs and internal standards.
• Provide estimated time of arrival (ETAs), fulfillment updates, and problem resolution to both the internal team and customers as needed.
• Monitor customer account details for non-payment and support the corporate credit department in resolving disputed, rejected, or past-due invoices and receivables.
• Manage multiple, competing priorities and tasks in a fast-paced environment while maintaining high attention to detail.
• Meet both short-term and long-term deadlines for billing, documentation, and customer follow-up.
• Perform additional responsibilities and tasks as assigned to support the service and billing operations.

Skills

• Proven billing experience, particularly in accounts receivable and service invoice preparation.
• Strong proficiency with Microsoft Excel, including intermediate to advanced skills for data entry, tracking, and reporting.