Customer Care - Responsive Service

Ayers Basement Systems LLC•Lansing, MI

3d•Onsite

About The Position

This role serves as the key point of contact for existing customers, managing communications across the full-service lifecycle. Responsible for responsive and emergency service calls, while also following up on a variety of customer needs and concerns. In addition, this role will troubleshoot issues with customers over the phone, address warranty-related issues, or coordinate a plan of action with a Responsive or Proactive Service Technician. When responsive calls are completed or low, this role will operate as a normal Customer Care Coordinator.

Requirements

Expert understanding of all products offered by Ayers and is able to diagnose, and communicate effectively with customers and service techs
Proven ability to multi-task, prioritize, and make quick decisions in a fast-paced environment
Strong communication skills with the ability to remain calm under pressure
Technical aptitude with the ability to learn and explain service-related concepts
Strong problem solving skills and a customer first mindset
Knowledge of customer service principles and practices.
Skill in operating a personal computer and programs.
Ability to detect/recognize information in written materials and on computer screen
Ability to understand, speak, read, and write in English.
Ability to perform accurate data entry
2 or more years of experience in customer service, call center, dispatch, or service coordination roles
High school diploma or GED

Nice To Haves

Prior experience in production at Ayers is beneficial but not required to fully understand Ayers product installation
Experience with CRM software or scheduling/dispatch software preferred (Salesforce or i360)

Responsibilities

Operates as the first point of contact for responsive and emergency service needs by taking existing customer calls, diagnosing issues over the phone, and dispatching a Responsive or Proactive Service Technician as needed
Delivers a calm, reassuring, and solution-oriented experience – especially during stressful situations
Handles inbound and outbound call with urgency, professionalism, and empathy
Provides clear communication regarding service options, timelines, and next steps to customer and technician
Communicates clearly with customers about service options, timelines, and next steps to resolve concerns
Schedules emergency, same-day, and priority service appointments to maximize responsiveness and operational efficiency
Coordinates closely with service technicians to ensure schedules are optimized and real-time adjustments are made as needed
Works to retain service opportunities when customers express hesitation or attempt to cancel, documenting reasons in CRM software
Maintains full and efficient service technician schedules, ensuring rapid response times and high utilization
Takes ownership of customer escalations, providing timely updates, de-escalating concerns, and ensuring issues are resolved quickly
Follows up with customers after service to confirm satisfaction, address outstanding concerns, and support warranty-related needs
Identifies opportunities for additional services, repairs, or system upgrades based on customer needs and technician feedback
Addresses warranty-related inquiries and coordinates service solutions accordingly
Ensures all service scheduling, dispatch details, and customer interactions are accurately documented in the CRM
Supports coordination of urgent installations or replacements when required to resolve critical system failures
Collaborates with internal teams to ensure seamless service delivery during high-priority or high-volume situations