Customer Care Specialist

Petro Towery•Richmond, KY

About The Position

The purpose of this position is to field incoming customer calls and emails in order to produce a service ticket, and assign said service ticket to a technician in the appropriate location in order to help maintain Field Service Technician’s productivity. This position is also responsible for accurate and timely billing as well as delivering invoices to customers or entering them in customer portals.

Requirements

Strong organizational skills
Attention to detail for daily scheduling activities
Customer service experience
Ability to handle multiple tasks simultaneously and effectively
Ability to remain calm in stressful situations
Must be at least 18 years old
Proficiency in computer usage
High School Diploma or GED required
Ability to pass a pre-employment background check, MVR, and drug screen

Responsibilities

Create and Assign Service Tickets
Answer Service Phone Calls and Emails
Update Service Tickets as needed and ensure accurate data
Notify customers of upcoming service calls so they can prepare for upcoming service
Provide customers with service ticket status updates as needed
Monitor service board for internal violation of problem code SLA and reach out to technician for updates
Assign Tickets Based on Manager Schedule
Complete Billing on Service Tickets
Customer follow up on completed tickets
Ensure daily tickets are ready for posting
Email/Mail invoices to customer
Enter ticket/billing information into 3rd party portals on a daily basis