National Client Services Representative

Client Services Representative

The Client Services Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Client Services Department, customers, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.

Specific Responsibilities Include, But Not Limited To :

Service Work Order Management

• Create, respond to, and manage service work orders within D365.
• Confirm that all service calls are created accurately according to work order instructions.
• Schedule technicians, order necessary parts, and prepare work orders for invoicing.
• Process subcontractor invoices and ensure all related documentation is complete.
• Ensure timely status updates for all service calls from "Unscheduled" to "Completed Ready to Invoice."
• Update all tickets at least every 7 days or less.
• Manage and track return tickets for follow-up or completion.
• Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing.
• Respond to P2, P3, and P4 priority calls within two hours of receipt.
• Respond to P1 (high-priority) calls within one hour of receipt.
• Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes.
• For tickets with risk factors (e.g., missing SLA, cost over $2,000 / warranty issues over $500), notify the branch via email and copy the NSCM for visibility.

Scheduling & Dispatching

Client Communication & Support

Procedural Compliance

General Responsibilities :

Required Qualifications :

Preferred Qualifications :

Demonstrated Professional Competencies :

Physical Demands : In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Working Conditions : In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

Benefits : Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company's 401(k) plan. Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

Salary Range : $20.00ph- $25.00ph DOE

Company Info : Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources. Paladin has offices coast to coast across the United States and Canada, and nearly 1,700 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics / OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Equal Opportunity Employer, including disability & veterans, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 1-855-296-3199 to speak with Human Resources and let us know the nature of your request. We thank you for your application, however only those selected for an interview will be contacted.