National Customer Service Representative

National Customer Service Representative

Reports To: Account Manager
Dept / Branch: Account Management
Regular Schedule: Standard M - F
Classifications: Full-time Exempt
JOB SUMMARY:
This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Receipt and acknowledgement of client service requests
Scheduling new and return trip work orders between technicians and site contacts
Updating internal notes and third-party portals on all progress
Follow up on scheduled work orders to validate completion/status
Prepare and submit proposals on client portals
Identify and escalate issues between vendor and/or client in collaboration with JR and or AM.
Manage customer NTE limits
Manage response to client KPI’s, Initial response, time to complete, IVR utilization

SKILLS:

Strong verbal and written communication skills
Professionalism
Sense of Urgency
Detail oriented
Production/Task focused
Ability to Multitask
Time Management skill
Problem Solving

REQUIRED EXPERIENCE /QUALIFICATIONS:
Years of Experience 0-2 years related functional experience
Education High School Diploma or equivalent
Certification / Licenses N/A
Technical Skills N/A
Technology Microsoft Office Suite

TRAVEL:
This position may require approximately 0% travel

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.