Customer Service/Service Coordinator -
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to: • Work across matrixed organization, sharing and learning best practices and balancing the needs of all impacted. • Assist with reviewing, developing, and/or improving current invoice review processes to ensure the efficiency and accuracy of all SRO’s. • Assist with scheduling and dispatching Service Technicians, for service calls. • Assist with monitoring queue console, to ensure proper processing and timely and accurate processing through the closing/billing process. • Handle Service Request Order (SRO) processing – from review of existing calls to completion; ensure requests are closed out in a timely and accurate manner. • Research materials transaction issues; verify equipment is transacted from truck inventory; verify equipment is transacted to related jobs; verify all planned equipment matches to actual; review and post materials and misc. transactions, when required. • Assist Field Service Manager by providing feedback concerning field technician performance in relation scheduled service requests and transactions • Assist Accounts Receivable, when necessary, with past due accounts; support the handling of billing issues and customer account inquiries, when needed. • Conduct random follow up calls to customers regarding service received related to open SRO’s as necessary to help with the processing or closure of the request. • Assist with identifying issues with the new ZenDesk and ISM 5.2 platform. Issues should be reported to the proper responsible individuals or corrected directly when possible. • Perform data entry tasks related to the ZenDesk and ISM 5.2 new implementation to update contact, customer numbers, site notes, location details, technician notes and any other data. • Perform other tasks, as assigned; contribute to team effort by accomplishing related results as needed.