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About the Role
The Service CSR supports the service team by providing memorable, positive, and engaging customer support in a timely manner. This role is responsible for customer communications and determining the best resolution to maintain customer satisfaction, reporting directly to the Director of Service Operations.
Responsibilities
- Answer incoming phone calls, including a dedicated emergency line, in a pleasant and professional manner, aiming for no call to go unanswered.
- Correspond with customers via email, phone, and in person regarding service-related issues, billing, and scheduling.
- Research account details and history, coordinating with relevant departments to provide the best solution for the customer and Paraco.
- Enter accurate and complete data into system logs.
- Follow up on open issues and inform the service manager of necessary escalations.
- Adhere to related processes and complete accurate paperwork for clear understanding of next steps and closing of open items.
- Perform daily dispatching of calls to service technicians.
- Scan documents into the system and maintain service files.
- Receive customer payments, enter transactions on accounts, create receipts, and post daily dealer tickets.
- Process weekly deposits of customer receipts, posting to accounts and logging accounts.
Requirements
- High school diploma or general education (GED).
- At least one year of related customer service/customer interaction experience and/or training.
- Ability to communicate clearly and professionally while documenting each call.
- Strong work ethic with a team-player mentality.
- Ability to speak effectively with residential and business customers, colleagues, and vendors.
- Ability to read, comprehend, and explain documents.
- Proficiency in basic arithmetic (addition, subtraction, multiplication, division) in all units of measure and computing percentages.
- Familiarity with basic desktop systems, including Microsoft Office.
- Proficiency with 10-key calculators and data entry skills.
- Willingness and capability to work a flexible schedule, including weekends and overtime, when needed.
Skills
- Customer Service
- Communication
- Data Entry
- Microsoft Office
- 10-key calculator operation
Location
- Onsite
Work Type
- Full-time
Experience Level
- 1+ year of related experience
Education Level
- High school diploma or GED