Customer Solutions Representative
About The Position
The Customer Solutions Representative role supports the clients and acts as the account support team for all customer satisfaction needs. The role is focused on processing and solving customer complaints, day-to-day administrative functions such as interaction with customers and operations team. CSR acts as an inside salesperson for existing clients and periodic outside sales if opportunity arises. Objective is the consistent communication between clients and employees. Daily functions of reviewing Customer Solutions software for customer service ticket updates, inspection forms, complete detailer, supervisory team, and project team work orders. Review employee’s timekeeping records and budgets, request field supplies, and schedule maintenance issues.
Requirements
- Bilingual English and Spanish required.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills with good negotiation tactics.
- Proactive and independent with the ability to take initiative.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong sense of urgency, problem-solving skills and strong attention to detail.
- Develop a positive rapport with all staff treating all with dignity and respect.
- Proficient with Microsoft Office programs.
- High School Diploma
- Minimum of 2 years in a logistics role
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift to 15 pounds at times
Responsibilities
- Review and update Customer Solutions Software by creating Tickets for complaints, proactive, reviewing and closing out tickets, reviewing customer requests and complaints.
- Communicate with field personnel and customers through phone conversations, email and text.
- Maintains accurate and up-to-date files, records, and documents
- Update time keeping system
- Job/Validation/Restrictions
- New Account/New Account Checklist
- Budgets
- No show Alert
- Track & log customer facility keys
- Request products & supplies
- Work with customers on holiday schedules and notify field staff of changes
- Assist with payday & activities
- Other duties as required
- Review timecards daily for overtime, meal breaks
- Review daily budget report to make sure all accounts/projects are within budget
- Generate 7-day overtime report
- Update time keeping system with time adjustments
- Approve/Deny Time-Off Request
- Monitor daily no-show project alerts
- Assist with coordinating coverage
- Coordinate coverage for call outs & approved absent request
- Coordinate coverage for special project work
- Coordinate new account startups
- Assist with work orders
- Reviewing work orders for completion and follow up on incorrect items
- Create work orders
- Track & schedule customer inspections
- Follow up with complaints and notify team of any issues
- Track & schedule detail cleanings
- Update supervisor account list & open account list
- Assist with on call during afterhours & weekends as needed
- Other duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
