Client Service Representative at Concentric LLC

Cleveland, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coordination, Scheduling, Administrative Skills, Communication Skills, Client Service, Time Management, Problem Solving, Dispatching, Data Entry, Customer Issue Resolution, Process Improvement, Computer Skills, Analytical Skills, Organization, Adaptability, Safety Compliance

Industry

Facilities Services

Description

Description The Client Service Representative (CSR) is responsible for coordinating work assignments with our national subcontractor network and scheduling services for assigned customers in the HVAC or mechanical business. This critical role requires strong administrative and communication skills to ensure timely execution of day-to-day tasks that deliver outstanding client service while meeting margin and revenue goals. The CSR must thrive in a fast-paced environment, demonstrate a solution-oriented mindset, and be flexible to work extended hours or overtime as needed. This position reports to the Vice-President, Mechanical, or any other individual as assigned by management. This position has no direct reports. Essential Job Responsibilities: •Reliable attendance and punctuality. •Manage incoming calls and service inbox (email) with a positive attitude and professional demeanor. •Input work orders as required for service requested. •Communicate job progress or issues to Operations Manager, as needed. •Maintain dispatch board by updating status, schedule dates and tech assignments as needed. •Distribute work to sub-contractors and follow all scheduling and dispatch procedures to maximize efficiency. •Ensure work is completed in a timely fashion. •Create quote leads. •Dispatch Technicians efficiently to meet planned maintenance schedules. •Resolve customer issues or concerns in a timely and professional manner. •Provide feedback to Operations Manager on sub-contractor’s performance and compliance to customer expectations. Docusign Envelope ID: 7B2B3AE3-4F5D-4A52-BE3C-9FB846AC65E1 Revised 01.30.2026 Page 2 of 3 •Provide feedback on continuous process improvement for efficiency and margin enhancement. •Fluent knowledge of all customer nuances (use on-line resources daily) . •Update customer auxiliary web systems to give clients total visibility of the progress of work status. •Update open work order reports to give the most current, real-time update to the customer. •Track and manage customer assets and update customer contracts as needed. •Schedule planned maintenance across customer assets. •Manage routine service requests, from receipt to billing. •Work safely, follow all safety requirements, and complete safety training as required. •Work independently or with a team in a professional manner. •Other duties as assigned by supervisor. Key Performance Measurements: •A score card that reflects team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution. •Demonstrates complex scheduling ability, resulting in a high degree of technician or sub-contractor efficiency. •Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information. •Other key performance measurements as determined by the direct supervisor. Requirements High School or GED Diploma required. •Prefer an associate degree from an approved two-year college or university or equivalent experience. •Must be able to pass a background check and drug screen. •Proficient computer skills with Excel, Word, Outlook and data management capabilities. Previous Enterprise Resource Planning (ERP) system experience a plus. •Strong communication, problem solving, and analytical skills. •Ability to organize work, manage multiple priorities, and work independently, with limited supervision. •Strong analytical, quantitative, and problem-solving skills. •Ability to work collaboratively with individuals from diverse backgrounds across locations and departments. •Capable of clearly articulating ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs. •Ability to adapt to a fast-changing environment. •Willingness to work occasional overtime. •Travel up to 5% of the time, some overnight travel required. *This job description is subject to change at any time. Docusign Envelope ID: 7B2B3AE3-4F5D-4A52-BE3C-9FB846AC65E1 Revised 01.30.2026 Page 3 of 3 Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle, or feel, and talk or hear. The employee is occasionally required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to conditions existing in the work environment. This position requires the ability to stare at a computer screen for up to 8 hours a day. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in an office, or home office environment. The noise level in the office work environment is quiet to moderate. The Concentric Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), gender identity or expression, parental status, national origin, age, disability, genetic information (including family medical history), veteran or military service, or any other legally protected status. Job Code Job Title

Responsibilities

The Client Service Representative coordinates work assignments with subcontractors and schedules services for HVAC or mechanical customers, requiring strong administrative and communication skills to execute daily tasks that meet service, margin, and revenue goals. Essential duties include managing incoming communications, inputting work orders, maintaining the dispatch board, distributing work to subcontractors, and resolving customer issues professionally.