Residential Customer Service Representative

Job Summary
The primary responsibilities of this position include customer communication, planning, dispatching, use of company software systems, and other tasks as described in detail below. Ensure that all tasks assigned to you are organized, performed safely, and completed in a timely manner.
 
Essential Duties & Responsibilities
Perform the following work and tasks for Betlem Residential (performed daily):

• Handle incoming customer phone calls and schedule accordingly.
• Create call slips and work orders w/ all pertinent client information in COINS
  
• Each morning review all calls from the prior night/weekend, discuss with the technician and managers and follow-up as needed.
  
• Provide follow up of work orders with customers as needed
  
• Provide support with billing of work orders as needed
  
• Give out purchase orders as needed
  
• Schedule sales appointments with customers and track sales appointments
  
• Open and close installation work orders and track required information while in progress.
  
• Complete the invoice / billing process on all installation work and provide support to service billing.
  
• Maintain all duties required with in the preventative maintenance program including entering new customers in spread sheet, sending out renewal information, contacting customers and scheduling PM appointments, keeping up with program changes, recommend process improvements
  
• Warranty: file for, maintain and organize all of our warranty needs including Parts and/or labor warranties per our vendors requirements
  
• Provide support to the service manager including assisting and organizing weekly time tickets for payroll and follow-up.
  
• Process financing / credit card information.
  
• Work with service technicians to schedule sales appointments as needed
  
• General office duties including filing and managing supplies as needed
  

General Duties and Responsibilities

• Develop a detailed understanding of all of the residential service technicians’ skills.
• Follow-up on incomplete work to make sure it gets completed in a timely manner.
  
• Suggest methods of improvement to the service supervisor
  
• Have strong organizational skills
  
• Computer skills – ability to learn new programs and use company software systems
  
• Be self-motivated and a team player
  
• Demonstrate a great work ethic
  
• Multi-task
  
• Adhere to safety requirements in shop (i.e. safety glasses, safety shoes, hard hats etc.)
  
• Other responsibilities may be added to this job description as situation requires