Job Title : Customer Service Representative
Location : Wixom, MI 48393
Duration : 9 Months with potential to extend or hire
Position Type : Hourly contract Position (W2 only)
Work Hours : 8 4 : 30
Hour Per Week : 40
Position Summary :
The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and procedures as well as communicating effectively with team members within the service department.
PRINCIPAL RESPONSIBILITIES :
- Communicates with store managers, maintenance personnel, and other customer personnel as needed.
- Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating
- online systems based off specific parameters supplied by Service Managers and relationship holders.
- Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project
- Administrators, Technicians, etc.)
- Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic
- Account Managers, Service Sales Account Managers, and Project Administrators.
- Maintain customer records using Hussmann and customer based automated systems.
- Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per
- ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
- Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
- Monitor customer account details for non-payment and provide support to corporate credit department to resolve
- customer disputed / rejected invoices and past due receivables.
- Additional responsibilities as assigned.
ADDITIONAL INFORMATION : (e.g. physical demands, confidentiality requirements, travel requirements)
- Work effectively in diverse team and fast paced environment.
- Ability to successfully manage multiple, competing priorities / task in a fast-paced work environment with high attention to detail.
- Strong communication skills, verbal and written, required.
- Intermediate to advanced proficiency in Microsoft Office Suite.
- Strong organizational, time management skills.
- Able to meet short and long term deadlines.
- Must be flexible to work outside normal working hours and weekends as required.
EDUCATION :
HS DIPLOMA REQUIRED. ASSOCIATE'S - PREFERRED
MINIMUM YEARS OF EXPERIENCE - 0-5 YEARS
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