Customer Service Representative

Job Title: Customer Service Representative

Department: Administration

Reports To: Appropriate Division Manager

FLSA Status: Non Exempt

Hours: 8:00 am – 5:00 pm

Lunch: 1 Hour (12:30 pm – 1:30 pm)

Position Summary – To provide Quality Customer Service and Administrative Support for Carpet/Upholstery and Duct Cleaning Department.

Essential Functions

• Answer Incoming Telephone Calls throughout the day (Initial Contact Person – Pick Up on First Ring if at all possible)
• Schedule Estimates, Carpet and Duct Appointments in Job Hopper
• Conduct “Quality Check Calls” on all services, i.e. carpet, dry cleaning, restoration.
• File completed Carpet Tickets and key enter comment cards into Job Hopper.
• Restoration Billings – Final stage of billings and thank you letters
• Call on A/R accounts on Weekly basis. Follow up to make sure payments are within 32 days goal. Report weekly on all items over 60 days.
• Gift Certificates/Baskets
• Mail Touch Control Customer Statements (Bi-Monthly)
• Make up new Water, Fire, Mold and Garment File Folders
• Prepare Carpet Cleaning Tickets in Job Hopper for each Technician; Attach Thank You and Comment Cards to the Tickets (Prepare daily for the following days work to be performed).
• Confirm Carpet Cleaning Customers Appointment (Daily Basis)
• Make sure all Office Equipment is Turned-Off or in Stand-by mode for next working day
• Be a self- starter and help grow the company by assisting marketing and sales in down time.
• Assist Production Manager when asked or needed. Be available to work overtime in a “Code Blue” situation.
• Year-end duties include boxing up restoration files and making files for beginning of year.
• Perform Miscellaneous Duties as assigned by Management

The above job duties may be altered at any given time to react to changes in the business and/or adapt to an individual’s experience and skills.