Customer Service Representative

About the Company

Cat5 Resources is a diversified supplier of technical and operational services across the Southern US, Puerto Rico, and the US Virgin Islands. Founded in 2013 by CEO Cindy Perez, the company was born from a mission to provide reliable and innovative solutions for critical infrastructure resiliency. Since its inception, Cat5 Resources has expanded its offerings to include Disaster Recovery Services, Operations and Maintenance, Civil, Electrical, and Construction, as well as Transportation and Logistics. As a certified Woman-Owned Business, Cat5 Resources serves the Southern United States and extended its services into Puerto Rico in 2016 with the launch of Cat5 Caribbean. In 2024, the company introduced Cat5 Power Solutions, a Portable Power Sales and Rentals Division.

About the Role

Perform day-to-day support for field technicians in 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.

Responsibilities

• 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.

Requirements

• High school Diploma/GED.
• Customer service experience, clerical or office admin experience, multi-line telephone, basic office equipment, conflict resolution.
• Proficient in Microsoft Office (Word, Excel, and Outlook).
• Experience analyzing data, decision-making, developing standards, staffing, and planning.
• Organized, trustworthy, patient, resourceful, and a quick learner.
• Ability to follow through, multitask, solve problems quickly, and maintain a good attitude.
• Creative, critical thinker, and self-motivated.