Service Support Representative (SSR)

About the role

The Service Support Representative supports daily service operations through work order processing, purchase order generation, maintenance billing, customer service, accounts receivable support, and reporting functions. This position serves as a critical link between customers, technicians, vendors, payroll, and management to ensure efficient service delivery, accurate documentation, and timely communication.

Responsibilities

• Receive and coordinate incoming service requests from customers and internal departments.
• Process and manage service work orders, ensuring accurate documentation and timely routing for dispatch and scheduling.
• Generate and maintain purchase orders while coordinating with vendors and internal teams to resolve discrepancies.
• Perform daily maintenance billing closeouts and maintain accurate service and contract records.
• Process customer payments and assist with accounts receivable activities, including billing inquiries and collections support.
• Provide backup support for service quote preparation, proposal tracking, and customer follow-up.
• Deliver exceptional customer service through timely communication, problem-solving, and attention to detail.
• Maintain accurate spreadsheets, reports, and service-related documentation.
• Collaborate with technicians, accounting, sales, project teams, and service management to support efficient operations.
• Support departmental continuity during periods of high workload, employee absences, or increased service demand.
• Participate in training and professional development opportunities to enhance skills and industry knowledge.
• Contribute to continuous improvement by sharing best practices and maintaining knowledge of company procedures and systems.

Requirements

• Strong organizational, administrative, and multitasking skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Proficiency in Microsoft Office applications, including Excel.
• Strong attention to detail, accuracy, and follow-through.
• Proven problem-solving abilities and a commitment to delivering exceptional customer service.
• Ability to work effectively both independently and as part of a collaborative team.
• Ability to build positive working relationships with customers, technicians, vendors, and internal departments.
• Reliable, accountable, and committed to maintaining high standards of service and professionalism.
• Experience in administrative support, customer service, dispatch, billing, or service operations is preferred but not required.

Physical Requirements

• Ability to remain in a stationary position for extended periods while performing computer-based work and handling administrative tasks.
• Ability to frequently use a computer, keyboard, telephone, and other standard office equipment.
• Ability to communicate clearly and effectively with customers, vendors, technicians, and employees in person, by phone, and through electronic communications.
• Ability to occasionally stand, walk, bend, reach, and lift or move office supplies, files, and materials weighing up to 20 pounds.
• Ability to maintain focus and accuracy while managing multiple tasks, data entry, and detailed administrative work in a fast-paced office environment.
• Occasional movement throughout the office to collaborate with team members and support daily operations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Pay

A reasonable estimate of the current base pay scale for this position is $16.90/hr. to $23.00/hr.

Benefits

• Flexible Schedule, Paid time off, and paid training
• Professional development assistance
• 401(k) plan with company matching safe harbor contribution
• Comprehensive medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Life insurance and Employee Assistance Program