Customer Service Representative

About the role

The Customer Service Representative ensures high-quality customer interactions, sets service standards, and resolves customer concerns. They also implement strategies to enhance the customer experience and satisfaction.

Responsibilities

• Represent Guardian Access professionally to internal and external customers, vendors, and employees
• Act as the primary point of contact for customers, ensuring timely and effective resolution of issues
• Administer service ticket setup in financial systems and Field Service management applications
• Prepare and manage service quotes, purchase orders, and invoices
• Schedule and follow up on maintenance accounts, track project data, and provide administrative support
• Contribute to project delivery, track progress, and communicate with other departments
• Document processes, create SOPs, and maintain a service-oriented approach
• Manage time efficiently, prioritize tasks, and adhere to deadlines
• Handle sensitive information with discretion and confidentiality
• Collaborate with other departments to ensure a seamless customer experience
• Contribute to reports and special project requests

Requirements

• Four years of experience in Customer Service with a focus on operations and service industries
• Experience managing customer service teams and enforcing call quotas
• Proficiency with ERP, CSM, and service dispatching software including Sage 100 Contractor
• Strong leadership and team management abilities, including problem-solving skills
• Excellent interpersonal communication skills, including verbal, written, and presentation skills
• High level of organization and reliability, ensuring accurate task completion
• Strong multi-step thinking abilities, analytical skills, and attention to detail
• Customer-centric approach with a focus on delivering exceptional service
• Valid Driver’s License with a clean driving record

Qualifications

• High School Diploma or GED
• Four years of experience in Customer Service
• Experience managing customer service teams and enforcing call quota metrics
• Proficiency with ERP, CSM, and service dispatching software including Sage 100 Contractor
• Strong leadership and team management abilities including ability to quickly resolve problems without disruption in service provided to customers
• Excellent interpersonal communication skills including verbal, written, and presentation skills
• High level of organization and reliability, ensuring tasks are completed accurately and prior to deadlines
• Strong multi-step thinking abilities, effectively analyzing, and solving complex problems
• Manages time efficiently, prioritizing tasks to meet deadlines and maintain productivity
• Customer-centric approach with a focus on delivering exceptional service
• Strong communication skills, facilitating clear and effective exchanges of information
• Upholds discretion and confidentiality, handling sensitive information with the utmost care
• Works effectively as part of a team, contributing to a collaborative and supportive work environment