Customer Service Representative

Customer Service Representative

The purpose of the Customer Service Representative position is to provide administrative and general office support and organization to the branch. This is performed through various tasks including being the first point of contact when internal and external customers who enter our facility.

Essential Job Duties

Provide customer service to all internal and external customers starting with proper greeting whether by phone, e-mail or in person

Welcome and greet all visitors, determine their needs, and direct them to the correct department(s) and / or person(s). Disperse all faxes

Work with the Billing department, Accounting, and other front-end Administration to communicate COD accounts, on-hold accounts, and other pertinent information internally as well as to the field personnel

Assist Human Resources for onsite protocol including sending payroll prior to deadline each pay cycle with correct information. Any errors must be communicated without delay, as assigned. Prepare in advance New Hire materials, as assigned. Return copies of Human Resources documentation following orientation (orientation is provided by Human Resources)

Correctly utilize assigned organization systems to include assisting team members with functionality, acting as the local SME

Process Certificates of Insurance (COI) as requested by customers, process additionally insured requests per company policies and procedures

Process all incoming and outgoing mail : prepare ground mail and UPS for pick up, receive, and appropriately distribute mail

Track and order office supplies, sending order requests to Corporate for approval and processing, as appropriate

Process customer payments, as appropriate

Preform collection responsibilities, as assigned

Maintain office cleanliness

Scheduling Responsibilities (as assigned) :

Process daily the open work order reports and coordinate technicians' schedules; schedule technicians to maximize the full shift

Manage master schedule including all technicians' schedules and work order for immediate review by direct supervisor and leadership

Leverage future scheduling with Accounts Receivable concerns concerning past due accounts

Resolve any scheduling conflicts including verifying and / or update account details, as needed

Other duties may be assigned

Qualifications

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications :

High School Diploma or GED, required

Experience, Knowledge, Skill Requirements :

2 years customer service

2 years of professional computer

1 year front desk experience

1 year scheduling experience, preferred : a general knowledge of local zip codes, and geographic breakdown of the area for appropriate scheduling (as relevant)

Communication Skills :

Must have the ability to effectively read, write and communicate in English with employees and customers.

Systems and Software Skills :

Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.

Other Qualifications :

Valid driver's license with acceptable driving record required

Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement

Physical & Work Environment Requirements :

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements : While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift

Work Environment : Employee will consistently be required to work indoors in an office setting, work alone and with others. Office setting are mild to moderate temperatures.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer. All qualified applications will receive consideration of employment without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, marital status, status with regard to public assistance, membership or activity in a local commission, familial status, or any other characteristic protected by federal, state or local laws.