Service CSR

Position Summary

The Service CSR supports our service team in ensuring Paraco is able to provide memorable, positive and engaging customer support to all customers in a timely manner. As a Service CSR you will be responsible for customer communications; triage each situation in order to determine the best resolution to maintain customer satisfaction. This role reports directly to the Director of Service operations.

Key responsibilities and essential job functions

• Answer incoming phone calls, including dedicated emergency line, in a pleasant & professional manner with the goal of no call going unanswered.
• Correspond with customers; emails, phone and in person regarding service related issues, billing and scheduling.
• Researching account detail and history and coordinating with all related departments to be sure to provide best solution for customer and Paraco.
• Enter accurate and complete data into system logs.
• Continue follow up on open issues and keeping service manager informed of escalation required.
• Follow related processes and complete accurate paperwork for clear understanding of next steps and closing of open items.
• Daily dispatching of calls to service techs
• Scan documents to system and maintain service files.
• Receive payments from customers; enter transactions on accounts, create receipts, post daily dealer tickets.
• Weekly deposits of customer receipts, posting to accounts and logging account

Desired Skills And Experience

• A high school diploma or general education (GED).
• At least one year of related customer service / customer interaction experience and/or training.
• Communicating clearly and professionally while documenting each call.
• A strong work ethic with a team-player mentality.
• Ability to speak effectively with residential and business customers, colleagues and vendors.
• Reading, comprehending and explaining documents.
• Adding and subtracting, multiplying and dividing in all units of measure and computing percentages.
• Basic desktop systems: Microsoft Office, 10-key calculators and data entry skills.

Schedule

M-F 8-4:30 PM Office or Could be Remote