Customer Service Representative

O'Brien Service Company•Wilmington, NC

just now

About The Position

Work Hours: 8:30 am to 5:30 pm, Monday through Saturday with one day off during the week and some overtime. Primary Job Function: Receive calls for the service department. Schedule service and maintenance calls with customers. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information.

Responsibilities

Respond to all messages left overnight.
Schedule demand service calls as calls are received.
Create work orders for all service calls.
Contact customers with a “Parts Pending” status as parts are received for scheduling.
Maintain the Maintenance Agreements, including scheduling, database information, customer hard files and renewals.
Help Service Manager with marketing issues as directed.
Update customer files as information is received from installation. (Extended Warranties, equipment info, new customers, Birthday tickle file, etc.)
Type service contract proposals for new customers.
Maintain customer history files in database.
File work orders.
Post service invoices.
Prepare paperwork for all manufacture warranty parts.
Update service database from each service ticket.