Service CSR

About the role

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.

Responsibilities

• Answer incoming phone calls, including dedicated emergency line, in a pleasant & professional manner with the goal of no call going unanswered.
• Correspond with customers via emails, phone and in person regarding service related issues, billing and scheduling.
• Research account detail and history and coordinate with all related departments to provide the best solution for customer and Paraco.
• Enter accurate and complete data into system logs.
• Continue follow up on open issues and keep 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.

Requirements

• High school diploma or general education (GED).
• At least one year of related customer service / customer interaction experience and/or training.
• Ability to communicate 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

Monday to Friday, with a willingness and capability to work a flexible schedule (including weekends and overtime) when needed. Monday–Friday 8 AM to 4:30 PM.