Premier Services Representative

About the role

The Premier Services Representative serves as the primary point of contact for the Premier Services Department (PSD), supporting business customers including property management companies, contractors, builders, HOAs, real estate professionals, and commercial accounts. This role is responsible for managing customer relationships, coordinating customer service requests and job bookings, supporting job execution, and ensuring customer requirements are met from initial contact through invoicing and job completion. The Premier Services Representative partners with customers and internal teams to deliver a seamless, high-quality service experience.

Responsibilities

• Serve as the primary point of contact for Premier Services customers, providing timely communication and white-glove customer service.
  • Handle inbound customer calls, warm transfers from the Call Center, booking requests, emergencies, and escalations, ensuring issues are resolved promptly and professionally.
  • Maintain accurate customer records, contacts, billing instructions, service requirements, and account preferences within company systems, including correcting information as needed.
  • Build and maintain strong relationships with property managers, contractors, builders, HOAs, commercial customers, and other business partners.
  • Proactively communicate with customers regarding job status, estimates, approvals, invoicing, and outstanding requests.
• Book and coordinate Premier Services jobs, including service requests, recalls, warranty calls, installations, and tune-ups, ensuring requests are accurately created, documented, and assigned.
  • Manage emergency, priority, and time-sensitive service requests while balancing customer expectations and operational capacity.
  • Monitor active jobs throughout the service lifecycle and provide customers with timely status updates.
  • Communicate customer-specific requirements to technicians, including NTE limits, purchase order requirements, site instructions, and communication expectations.
  • Coordinate estimates, change orders, customer authorizations, and required follow-up activities.
  • Review and validate Premier Services jobs created after hours or by other departments to ensure customer records, job details, billing requirements, and service information are accurate prior to invoicing.
  • Partner with Operations and field teams to resolve service issues and deliver a positive customer experience.
• Closeout and bill jobs, ensuring customer information, billing instructions, approvals, photos, and supporting documentation are complete and accurate.
  • Audit job records prior to invoicing to ensure customer information, billing instructions, approvals, photos, and supporting documentation are complete and accurate.
  • Correct invoice details to meet customer-specific billing guidelines and submission requirements.
  • Submit invoices through customer portals, direct-bill processes, and other approved billing platforms.
  • Partner with Accounting to resolve billing discrepancies, payment delays, and customer invoicing questions.
  • Aid in accounts receivable follow-up and outstanding invoice resolution as requested.
• Support customer portals, uploading invoices, work orders, estimates, and required documentation, and maintaining portal activity.
  • Maintain portal activity and ensure required submissions are completed accurately and on time.
  • Monitor customer-specific portal requirements and communicate any changes that may impact operations or billing.
  • Escalate portal registration, compliance, access, or technical issues to the Premier Services Supervisor.
• Collaborate with various teams to support customer needs and service delivery, and assist in improving customer experience, operational efficiency, billing accuracy, and department performance.
  • Provide guidance to internal teams regarding Premier Services customer requirements and expectations.
  • Assist with the development, maintenance, and improvement of Premier Services procedures, workflows, and documentation.
  • Identify opportunities to improve customer experience, operational efficiency, billing accuracy, and department performance.
  • Participate in special projects and department initiatives as assigned.

Requirements

• 2+ years of experience in customer service, account management, scheduling, operations support, or administrative coordination.
• Strong oral & written communication, and relationship-building skills.
• Excellent organizational and time management abilities.
• Ability to manage multiple priorities across multiple communication channels in a fast-paced environment.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office, including Outlook, Excel, and Teams.
• PREFERRED: Experience working with property management companies, contractors, builders, HOAs, or commercial customers.
• PREFERRED: Experience with invoicing, billing, or accounts receivable support.
• PREFERRED: Experience using ServiceTitan or similar field service management software.
• PREFERRED: Experience using customer vendor portals and compliance systems.

Qualifications

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Benefits and other cool stuff

• Medical, dental, vision, 401K
• Paid Time Off
• Weekly Pay
• Internal Promotion opportunities
• Company swag

Equal Employment Opportunity (EEO)

• We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.