Position Overview
The Customer Service Representative (CSR) plays a central role in supporting both account management and service dispatch operations. This position ensures exceptional customer service, accurate technician scheduling, efficient work order processing, and strong communication among clients, technicians, and internal departments. The CSR must be organized, proactive, and able to thrive in a fast-paced environment while maintaining a positive and professional demeanor.
Key Responsibilities
Customer Service & Account Support
- Serve as a primary point of contact for clients, responding to inquiries, concerns, and service requests.
- Communicate clearly with clients via phone, email, and in-person interactions.
- Maintain accurate records of client interactions, project updates, and deliverables.
- Collect and escalate client feedback as needed.
- Assist with account management activities, including reporting, documentation, and identifying opportunities to strengthen client relationships.
- Support marketing or sales initiatives related to client accounts.
Dispatch & Scheduling
- Answer incoming service calls, including urgent issues and customer complaints.
- Create, update, and dispatch work orders using dispatch software.
- Schedule and adjust technician assignments based on skill set, availability, and job requirements.
- Coordinate with customers regarding schedule changes, access needs, and project updates.
- Communicate job status and upcoming work with technicians and internal teams.
- Manage technicians, schedules, and daily workflow.
Administrative & Operational Support
- Prepare meeting agendas, notes, and follow-up action items.
- Maintain and update client files, documentation, and correspondence.
- Track and update materials required for open work orders.
- Support project timelines and resource coordination.
- Perform general office duties, including answering phones and creating work orders.
Requirements
- Associates degree in business or related field preferred; High School Diploma required.
- 13 years of experience in customer service, account management, or dispatching.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Strong verbal and written communication skills.
- Highly organized with excellent attention to detail.
- Ability to prioritize multiple tasks and work independently.
- Bilingual preferred.
