Customer Service Agent

Job Overview

Job Description

Customer Service Agent needs 5 years service industry experience managing service operations and / or service scheduling
Customer Service Agent requires:
Associates degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and / or service scheduling.
Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
Must have strong interpersonal skills to effectively communicate with both internal and external clients.
Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
Able to prioritize work activities based upon financial impact to desired business goals.
Experience and/or basic project accounting or costing principals is desired.
Able to influence diverse teams to accomplish tasks/goals.
Customer Service Agent duties:
Receives customer requests for unscheduled or scheduled service.
Determines customer needs and matches appropriate Technician or Team Lead to the need.
Communicates the action plan and services to be provided directly to the customer.
Ensures work has been performed to the customers’ expectations and performs follow-up with the customer, as needed.
Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
Upon completion, reconciles all service requests daily.
Coordinates labor scheduling to align technician to the appropriate customer and service need.
Ensures Technicians are provided daily schedules.
Maintains consistent communication with assigned Technicians.
Follows up on activities to ensure completion in an established timeframe.