Customer Care Specialist

Summary

The purpose of this position is to field incoming customer calls and emails in order to produce a service ticket, and assign said service ticket to a technician in the appropriate location in order to help maintain Field Service Technician’s productivity.  This position is also responsible for accurate and timely billing as well as delivering invoices to customers or entering them in customer portals.  

Essential Duties and Responsibilities include, but are not limited to the following:

• Create and Assign Service Tickets
• Answer Service Phone Calls and Emails
• Update Service Tickets as needed and ensure accurate data
• Notify customers of upcoming service calls so they can prepare for upcoming service 
• Provide customers with service ticket status updates as needed
• Monitor service board for internal violation of problem code SLA and reach out to technician for updates 
• Assign Tickets Based on Manager Schedule
• Complete Billing on Service Tickets
• Customer follow up on completed tickets
• Ensure daily tickets are ready for posting
• Email/Mail invoices to customer
• Enter ticket/billing information into 3rd party portals on a daily basis

Competencies:​ ​To perform this job successfully, an individual ​must have demonstrated experience in the following competencies and ​must be able to perform​ each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

Requirements

• Strong organizational skills
• Attention to detail for daily scheduling activities
• Customer service experience
• Ability to handle multiple tasks simultaneously and effectively
• Ability to remain calm in stressful situations
• Must be at least 18 years old
• Proficiency in computer usage
• High School Diploma or GED required
• Ability to pass a pre-employment background check, MVR, and drug screen

Benefits

Medical, Dental, Vision, STD, LTD, Life, 401k, Paid Vacation, Paid Holidays