Customer Service Representative

Job Description

Title : Customer Service Representative

Location : Valley Cottage, NY

Salary : $70,000-$80,000 + Bonus Potential

Benefits : Profit Sharing, 80% company paid health, dental, vision, 401k match 4% 50%, life ($25K), disability, and 4 weeks vacation (3 vacation, 1 sick)

Work Schedule : 8 : 00am-5 : 00pm M-F (4 / 1 hybrid after 90 days, either Monday or Friday remote)

Position Type : Direct-Hire / Permanent (no temp or contract period)

Overview : Client company in search of a passionate and enthusiastic Customer Service Representative that will bring their expertise to our team and help us grow The Customer Service Representative will serve as the face of the brand, answering inbound calls and emails to the specific internal divisions.

Responsibilities :

Referral Management & Case Intake :

Serve as the initial point of contact for incoming requests from customers and partner organizations.

Accurately gather and input all necessary information to initiate new cases within internal system (Epicore).

Assign appropriate resources and initiate the next steps in the installation process.

Installation Partner and Case Management Oversight :

Serve as the primary point of contact for ongoing communication with installation crews.

Coordinate closely with internal teams and external partners to streamline workflow, maintain acceptable turnaround times, and enhance customer experience.

Oversee and manage case flow from the VA, third-party administrators (TPAs) and Centers for Independent Living (CILs), ensuring timely follow-up, proper documentation, clear updates and communication on progress, and resolution in alignment with organizational goals.

Inventory Adjustments :

Adjust the Sales Order according to the notes in the folder

Adjust the installer PO if required

Create the packing slip and installer PO receipt

Financial Workflow Management :

Insure accurate invoicing and timely submission of payment from TPA’s and other customers.

Ensure timely and accurate installer compensation by verifying completed work, confirming documentation requirements, and coordinating payout schedules in accordance with company policies.

Requirements :

• Must be professional, friendly, and outgoing, with the ability to multi-task and diffuse any potential escalated customer service scenarios.
• Must be an organized self-starter, capable of troubleshooting and communicating across teams.
• While this position has a customer service focus, administrative skills are essential for success : the right candidate will be detail orientated with the ability to complete tasks quickly and accurately, as well as be a team player, enjoying helping others complete tasks if / when needed.
• Requires utilization of various systems including Epicor (ERP), Slack, Smartsheet, Zoom, and Microsoft Office.