14360753
Located in Portland, OR
Pay: 23.50 - 28.50
Job Full Description
Job Title: Service Customer Care Representative
Work Hours: 8:00am-5:00pm, Monday through Friday, some weekends and overtime as needed
Pay Scale: $23.50 - $28.50
Primary Job Function:
Primarily responsible for turning customers into clients. Function as a liaison between the company and its customers, handling customer inquiries, problems, complaints, and other issues to ensure customer satisfaction.
Required Qualifications:
• Highly developed sense of integrity and commitment to customer satisfaction
• Passion for excellence with respect to treating and caring for customers
• Ability to multi-task
• Ability to communicate clearly and professionally, both verbally and in writing
• Pleasant, patient and friendly attitude
• Geographical knowledge of service area or map reading skills
• Two years related experience and/or training in customer service, billing, dispatching or project management or equivalent combination of education and experience
• Attention to detail
• Excellent communication / listening skills
• Strong work ethic and team player mentality
• Able to handle complaints and unpleasant customers in a professional manner
• Ability to relate to customer
• Fluent knowledge of Microsoft Office
Essential Duties and Responsibilities:
• Take incoming customer calls
• Create dispatch ticket for service calls as received
• Back-up service dispatcher as needed daily
• Maintain customer history files in database
• Prequalify if repairs are covered under warranty for both parts and labor
• Over-the-counter filter sales
• Follow ups on leads for PMA’s and service proposals weekly
• Communicate with dispatcher about completing jobs and any follow-up needed
• Send “Orientation Packet” to Residential customers with new installations which includes:
o O&M (Operations and Maintenance) for equipment installed
o Equipment Registration Confirmation or Instructions for Registering equipment (whichever applies)
o Warranty / Workmanship letter
o Maintenance Contract Letter
• Contact each customer once an installation is complete to initiate PMA sale, educate customer on benefits of PMA program
• Input maintenance contracts for PMA customers and schedule
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Attend administrative meetings as scheduled
• Make reminder calls / work with marketing to send postcards to PMA customers with upcoming maintenances and schedule accordingly
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Other duties as assigned.
Additional duties as needed for coverage for Service Dispatch and Sales Coordinator:
Dispatching coverage
• Dispatch Service Technicians, one call at a time.
• Debrief Service Technicians after completion of each call.
• Daily follow ups from previous days calls
• Contact customers with a “Purchase Order Received” status as parts are received for scheduling.
• Assign scheduled jobs with customers utilizing the Unassigned work log.
• Schedule Commercial Membership visits, including ordering parts needed for visit completion.
• Order parts for approved Estimates.
Sales Coordinator coverage
• Speak with new and existing customers to schedule sales appointments for equipment replacement/add ons
• Clear and professional communication with customers to schedule appointments and follow-up on leads that are not yet scheduled.
• Provide support to Sales department
• Maintain customer history files in database
• Sales assistance, including sending proposals to customer through DocuSign, helping acquire payment information, and data entry into system as needed.
• Manage schedule for the sales rep in system & Outlook calendars, ensuring that all sales appointments are entered correctly
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Physical Demands:
The work environment is typical of standard office settings. Employee sits often, including for computer work. Reaching will be required involving extending arms in any direction. Office equipment, such as a computer and telephone will be used, requiring the use of hands and fingers to manipulate a keyboard or keypad. Visual ability to read a computer screen or written documents is necessary. Hearing is necessary to receive detailed information through oral communication. Consistent and regular attendance is required to ensure course scheduling is not disrupted.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Portland (East), OR
1003
10011 SE Division
Suite 102
Portland, OR 97266
Apply Now Email Us