Customer Service Representative

Customer Service Representative

We are looking for a dedicated and detail-oriented Customer Service Representative to join our team in Sharonville, Ohio. In this long-term contract position, you will be responsible for delivering exceptional service by addressing customer inquiries, coordinating technician dispatches, and ensuring accurate record-keeping. This role requires a proactive approach to problem-solving and a commitment to maintaining high levels of customer satisfaction.

Responsibilities:

• Respond to incoming customer and technician calls, providing helpful support and escalating issues to dispatchers when necessary.
• Accurately input call details into the system and ensure timely processing of information.
• Coordinate service resources and collaborate with the operations team to streamline processes.
• Handle customer inquiries, dispatch technicians, and follow up as needed to ensure resolution.
• Assist with new customer setups and purchase order inquiries in partnership with the accounting team.
• Monitor and manage technician schedules to optimize productivity and maintain cost efficiency.
• Make proactive daily customer calls to enhance service levels and share call data with leadership.
• Investigate customer concerns, route issues to the appropriate team members, and respond to special requests.
• Utilize technology to track dispatched technicians and ensure operational efficiency.
• Support technician team functions by accurately recording activity and maintaining detailed records.

Requirements:

• Proven experience in customer service, preferably in a call center environment.
• Strong phone etiquette and communication skills with a customer-first mindset.
• Proficiency in Microsoft Office applications, including Excel and Word.
• Familiarity with Service Management Software and Great Plains (GPAC) is preferred.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Demonstrated ability to manage multiple priorities and meet strict deadlines.
• Capacity to maintain a detail-oriented and cooperative demeanor in high-stress situations.