National 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 ACCOUNTABILITES 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 Dispatch technicians with a full understanding of required travel time and estimated on-site service time.
• Optimize technician scheduling to ensure efficient service delivery.
• Communicate updates regarding return visits and part receipt status with technicians and branches.
• Emergency & Follow-Up Handling Escalate emergency service requests to branch leaders or dispatch technicians directly as needed.
• Follow up on all emergency service calls within one business day to ensure timely progress and completion.
• Client Communication & Support Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations.
• Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365.
• Send ETA confirmations to technicians for both initial and return site visits.
• Issue completion emails once service tickets are finalized and closed.
• Internal Coordination Coordinate with branches and operational leadership for service call creation and updates, as required by region.
• Support Client Service Administrators by addressing questions or quality concerns related to work orders.
• Procedural Compliance Adhere to all departments, D365, and PTI procedures.
• Ensure consistent and timely updates of service call statuses throughout the service lifecycle.

Client Coordination & Support :

GENERAL ACCOUNTABILITIES :

Accurate written record keeping, submitted on time and complete, including but not limited to :

PHYSICAL DEMANDS :

Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and / or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment WORKING CONDITIONS :

Noise levels are considered low to moderate BENEFITS :

Salary Range :

Equal Opportunity Employer, including disability & veterans, or any other characteristic protected by law.