We are seeking a Client Service Representative to join our team of dedicated professionals who provide exceptional service and technical support to our clients.
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Position Overview
The Customer Service Representative (CSR) serves as the primary liaison between clients and the service team. This role is responsible for coordinating service requests, scheduling technicians, and ensuring clear communication between internal teams and customers. The CSR plays a key role in delivering an organized, responsive, and positive client experience.
Responsibilities
Handle all incoming service calls via telephone, email, and portal.
Monitor service boards and route new tickets appropriately.
Create and update service tickets with accurate documentation.
Manage and set the technicians’ schedule, including changes, delays, and rescheduling.
Communicate with clients regarding appointments, ticket processing, and requests.
Notify clients of delays, reschedules, or technician changes as soon as possible.
Coordinate and schedule recurring blocktime service schedules.
Participate in departmental meetings.
Other duties as assigned.
Position Requirements
Experience in scheduling, dispatching, and customer service.
Technical knowledge is a plus.
Excellent written/verbal communication and interpersonal skills.
Strong problem-solving and organizational abilities.
Calm, professional, and patient under pressure.
Ability to multitask in a fast-paced environment
Self-motivated and able to work independently or as part of a team.
Physical Requirements
Mobility to work in a standard office setting and to sit and stand for a period of time.
Vision to read printed materials and see a computer screen; and hearing and speech (English Language) to communicate in person and over the telephone.
Ability to lift and transport equipment weighing up to 30 pounds.
Compensation & Benefits
Competitive starting salary with performance-based incentives.
Comprehensive benefits package, including:
Company-shared cost medical and dental plans.
401(k) plan with company matching.
Annual bonus program and performance awards.
Accelerated vacation schedule.
Professional growth opportunities:
Access to ongoing training resources, virtual labs, and study materials.
