Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and coordinate scheduling, dispatching, and customer service operations.

• Monitor service requests and allocate technicians to suitable jobs.

• Develop daily and weekly technician routes based on priorities, locations, skill sets, and SLA commitments.

• Arrange site access with clients and schedule multi-visit service projects.

• Input incoming work orders into Acumatica and accept work orders through customer portals.

• Follow up with clients to gather any missing or incomplete information.

• Maintain precise records of service requests, work orders, purchase orders, and customer interactions.

• Handle inbound calls and either route or resolve customer inquiries.

• Communicate appointment schedules, estimated times of arrival (ETAs), and service status updates via phone, email, and customer portals.

• Ensure synchronization of portal statuses and notes with Acumatica.

• Procure and manage incoming parts.

• Monitor parts readiness and arrange return visits when parts are available.

• Identify recurring properties with unresolved visits and escalate them to the Service Manager.

• Collaborate with field technicians, parts/purchasing teams, the Service Manager, and customer contacts.

• Recognize and implement process enhancements.

• Achieve work-order portal SLAs, on-time arrival commitments, return-visit scheduling targets, and record accuracy goals.

⛳️ Requirements

• Minimum of 2 years in scheduling, dispatch, or customer service, preferably in field service or facilities maintenance.

• Experience with ERP or field service systems (Acumatica preferred).

• Ability to manage multiple customer portals and handle a high volume of calls.

• High school diploma or equivalent required.

• Experience in supporting multi-site commercial accounts with SLA requirements.

• Familiarity with technician routing across a multi-state area.

• Working knowledge of parts purchasing, purchase orders, and coordinating return trips.

• Strong communication, organizational, multitasking, problem-solving, attention to detail, follow-through, and teamwork abilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits and retirement plans.

• Opportunities for professional development and career growth.

• Supportive work environment and team-oriented culture.