Account Management - National Customer Service Representative

Job Title: National Customer Service Representative
Reports To: Account Manager
Dept / Branch: Account Management
Regular Schedule: Standard M - F
Classifications: Full-time Exempt
JOB SUMMARY:
This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Receipt and acknowledgement of client service requests
Scheduling new and return trip work orders between technicians and site contacts
Updating internal notes and third-party portals on all progress
Follow up on scheduled work orders to validate completion/status
Prepare and submit proposals on client portals
Identify and escalate issues between vendor and/or client in collaboration with JR and or AM.
Manage customer NTE limits
Manage response to client KPI’s, Initial response, time to complete, IVR utilization

SKILLS:

Strong verbal and written communication skills
Professionalism
Sense of Urgency
Detail oriented
Production/Task focused
Ability to Multitask
Time Management skill
Problem Solving

REQUIRED EXPERIENCE /QUALIFICATIONS:
Years of Experience 0-2 years related functional experience
Education High School Diploma or equivalent
Certification / Licenses N/A
Technical Skills N/A
Technology Microsoft Office Suite

TRAVEL:
This position may require approximately 0% travel

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.