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 Accountabilities

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:

• Ensure service delivery expectations are met or exceeded across all client locations.
• Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution.

General Accountabilities

Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction. Available to work outside of, or in addition to, normal business hours. Work in compliance with the Company's policies and procedures including safety manual with safety of self and others in mind at all times. Maintain and protect assigned Company assets. Accurate written record keeping, submitted on time and complete, including but not limited to:

Required Qualifications

High School Diploma or GED 1 year of experience with general administrative duties in an office environment

Preferred Qualifications

1 year of experience in customer service Basic accounting and accounts receivable knowledge Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 1 year of experience

Demonstrated Professional Competencies

Excellent keyboarding skills. Ability to work in a high-volume atmosphere Ability to solve practical problems and carry out responsibilities under minimal supervision. Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints Excellent interpersonal skills including customer service skills Ability to write simple correspondence and present information in one-on-one and small group situations. Ability to interact effectively at all levels and across diverse cultures. Ability to function as an effective team member. Ability to adapt as the external environment and organization evolves.

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. 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

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. The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.

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.

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.