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Customer Service Representative at O'Brien Service Company

Wilmington, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

20.0

Posted On

19 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Scheduling, Database Maintenance, Communication, Data Entry, Billing, Work Order Creation, Filing, Typing

Industry

Consumer Services

Description

Description Work Hours: 8:30 am to 5:30 pm, Monday through Saturday with one day off during the week and some overtime. Primary Job Function: Receive calls for the service department. Schedule service and maintenance calls with customers. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Reports to: Client Experience Manager Daily Duties: 1. Respond to all messages left overnight. 2. Schedule demand service calls as calls are received. 3. Create work orders for all service calls. 4. Contact customers with a “Parts Pending” status as parts are received for scheduling. 5. Maintain the Maintenance Agreements, including scheduling, database information, customer hard files and renewals. 6. Help Service Manager with marketing issues as directed. 7. Update customer files as information is received from installation. (Extended Warranties, equipment info, new customers, Birthday tickle file, etc.) 8. Type service contract proposals for new customers. 9. Maintain customer history files in database. 10. File work orders. 11. Post service invoices. 12. Prepare paperwork for all manufacture warranty parts. 13. Update service database from each service ticket. Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following: 1. Number of customer complaints due to scheduling. 2. Number of return trips/call backs due to scheduling inefficiencies. 3. Accuracy of customer history files. 4. Accuracy of customer Maintenance Agreement files. 5. Timeliness of billing information to accounting.

Responsibilities

The primary function involves receiving service department calls, scheduling service and maintenance appointments with customers, and maintaining accurate customer databases. Daily tasks include responding to messages, creating work orders, managing maintenance agreements, and updating customer files.