Client Service Representative

Concentric LLC•Cleveland, OH

About The Position

The Client Service Representative (CSR) is responsible for coordinating work assignments with our national subcontractor network and scheduling services for assigned customers in the HVAC or mechanical business. This critical role requires strong administrative and communication skills to ensure timely execution of day-to-day tasks that deliver outstanding client service while meeting margin and revenue goals. The CSR must thrive in a fast-paced environment, demonstrate a solution-oriented mindset, and be flexible to work extended hours or overtime as needed. This position reports to the Vice-President, Mechanical, or any other individual as assigned by management. This position has no direct reports.

Requirements

High School or GED Diploma required.
Must be able to pass a background check and drug screen.
Proficient computer skills with Excel, Word, Outlook and data management capabilities. Previous Enterprise Resource Planning (ERP) system experience a plus.
Strong communication, problem solving, and analytical skills.
Ability to organize work, manage multiple priorities, and work independently, with limited supervision.
Strong analytical, quantitative, and problem-solving skills.
Ability to work collaboratively with individuals from diverse backgrounds across locations and departments.
Capable of clearly articulating ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
Ability to adapt to a fast-changing environment.
Willingness to work occasional overtime.
Travel up to 5% of the time, some overnight travel required.

Nice To Haves

Prefer an associate degree from an approved two-year college or university or equivalent experience.
Previous Enterprise Resource Planning (ERP) system experience a plus.

Responsibilities

Reliable attendance and punctuality.
Manage incoming calls and service inbox (email) with a positive attitude and professional demeanor.
Input work orders as required for service requested.
Communicate job progress or issues to Operations Manager, as needed.
Maintain dispatch board by updating status, schedule dates and tech assignments as needed.
Distribute work to sub-contractors and follow all scheduling and dispatch procedures to maximize efficiency.
Ensure work is completed in a timely fashion.
Create quote leads.
Dispatch Technicians efficiently to meet planned maintenance schedules.
Resolve customer issues or concerns in a timely and professional manner.
Provide feedback to Operations Manager on sub-contractor’s performance and compliance to customer expectations. Docusign Envelope ID: 7B2B3AE3-4F5D-4A52-BE3C-9FB846AC65E1
Provide feedback on continuous process improvement for efficiency and margin enhancement.
Fluent knowledge of all customer nuances (use on-line resources daily) .
Update customer auxiliary web systems to give clients total visibility of the progress of work status.
Update open work order reports to give the most current, real-time update to the customer.
Track and manage customer assets and update customer contracts as needed.
Schedule planned maintenance across customer assets.
Manage routine service requests, from receipt to billing.
Work safely, follow all safety requirements, and complete safety training as required.
Work independently or with a team in a professional manner.
Other duties as assigned by supervisor.