Robert Half Office Team Customer Service Representative in Hawthorne, California
A manufacturing company in the South Bay is seeking a Customer Service Representative to join their growing team! The position is responsible for the daily management of incoming and outbound customer communications. This would include managing the proper documentation of customer information in a customer service database during and after each call or email correspondence. Additional responsibilities include managing initial customer inquiries about billing, product problems, service questions and general client concerns, managing proposal documentation, maintaining job folders and tracking project costs and budgets. Any person in this role will be expected to maintain a high level of professionalism with clients and must work to establish a positive rapport with every caller. This role is designed to support the CFO in carrying out the operational and financial responsibilities of the company and is intended to relieve the CFO of certain responsibilities that will allow them to spend a greater portion of their time on Financial Statement preparation and analysis, Budget and Variance issues, Forecasting and support of overall corporate strategic initiatives. Experience: 8 to 10 years of relevant customer service experience with 5 to 6 years or more construction or service industry experience. Salesforce experience a plus. Primary Duties Responsibilities:
Answer daily inbound calls and customer emails making sure service requests are entered correctly into the customer database
Answer calls coming in throughout the day for emergency service and work with senior field technician on adjusting field crew schedules to cover all emergency requests
Place calls and manage expectations of customers by updating them on the status of their appointment window
Where necessary, move appointments to the next day to accommodate emergency requests
Collect all receipts from technicians and identify the job they pertain to and submit to accounting
Working with the senior management to keep accurate daily records as requested to support reporting KPI's (how many calls came in and what type of calls)
With the CFO to maintain a detailed list of all new installation proposals and a separate list of all proposals approved with projected start dates. These lists must be updated weekly to provide percentage completion
Responsible for producing and maintaining job folders including a detailed list for each job with customer, address, job number, agreed billing price for the job and all contact information for the individuals managing the job site
Handle initial billing inquiry calls where customer is looking to inquire about details of invoice
Responsible for initial collection calls
Validate customer billing information for all jobs completed that day If interested please send your resume to email@example.com and firstname.lastname@example.org.
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Req ID: 00460-0010122381
Functional Role: Customer Service
Postal Code: 90250
Compensation: $23.00 to $27.00 per hour
Requirements: Experience: 8 to 10 years of relevant customer service experience with 5 to 6 years or more construction or service industry experience. Salesforce experience a plus.