Customer Service Representative

About the role

The Customer Service Representative is responsible for answering incoming calls for Service/Technical Services team and field accordingly to optimize the client experience. The ideal candidate will have the ability to work in a fast paced, customer centric environment that is committed to delivering superior service in a timely fashion.

Responsibilities

• Answer incoming phone calls for Technical Services team and field accordingly to ensure the client experience is optimized.
• Issue management skills and ability to prioritize tasks.
• Ability to fill in for the other team members when they are not available (i.e. sick or out in the field).
• Must be able to be a self-starter. Take the initiative when issues or tasks, normally performed by others (or not) present themselves, plan a course of action and see it through.
• Set up service orders for technicians, sales team.
• Invoice service, testing, inspection and monitoring orders and e-mail the invoices to appropriate client.
• Complete contract forms, request insurance certificates, and process pre-liens as required.
• Work with Corporate Collections Team to ensure the collections of invoices is timely.
• Establish monitoring agreements.
• Reconcile the monthly TMS charges to the established accounts.
• Must be able to go the extra mile and welcome challenges and opportunities to learn and/or better themselves.
• Schedule and complete project start-ups and all the paperwork that they entail.
• RMI coordination with UL certification, testing and inspection schedule.
• Drop off and pickup plans from local jurisdictions to expedite the permit submittal process.
• Manage fire alarm testing paperwork and file structure.

Qualifications

• Must have: Good computer skills ( Microsoft Dynamics, Microsoft Excel, Microsoft Work, Microsoft Outlook,)
• Good communication skills.
• Dependable, self-starter, good attitude, good work ethic, ability to work with many different personalities and management styles.
• Clean driving record.
• Preferred: Technical Systems/Construction background, Enterprise Resource Planning (ERP) software.
• Problem solving PM22