Premier Services Representative

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

📋 Description

• Act as the main point of contact for Premier Services customers, delivering timely communication and exceptional customer service.

• Manage inbound customer inquiries, warm transfers from the Call Center, booking requests, emergencies, and escalations, ensuring that issues are addressed swiftly and professionally.

• Oversee customer follow-up requests generated through ServiceTitan Task Management when live transfer support is not available.

• Keep precise customer records, contacts, billing instructions, service needs, and account preferences in company systems, including making necessary corrections.

• Cultivate and sustain strong relationships with property managers, contractors, builders, HOAs, commercial clients, and other business associates.

• Proactively update customers about job status, estimates, approvals, invoicing, and pending requests.

• Schedule and coordinate Premier Services jobs, including service requests, recalls, warranty calls, installations, and tune-ups, ensuring requests are accurately created, documented, and assigned.

• Handle emergency, priority, and time-sensitive service requests while managing customer expectations and operational capacity.

• Monitor ongoing jobs throughout the service lifecycle and provide timely status updates to customers.

• Convey customer-specific requirements to technicians, including NTE limits, purchase order needs, site instructions, and communication expectations.

• Coordinate estimates, change orders, customer authorizations, and necessary follow-up actions.

• Review and validate Premier Services jobs created after hours or by other departments to ensure customer records, job specifics, billing requirements, and service information are accurate before invoicing.

• Collaborate with Operations and field teams to address service issues and ensure a positive customer experience.

• Audit job records prior to invoicing to guarantee customer information, billing instructions, approvals, photos, and supporting documentation are complete and accurate.

• Adjust invoice details to adhere to customer-specific billing guidelines and submission requirements.

• Submit invoices through customer portals, direct-bill processes, and other approved billing platforms.

• Work with Accounting to resolve billing discrepancies, payment delays, and customer invoicing inquiries.

• Assist with accounts receivable follow-up and outstanding invoice resolution as needed.

• Upload invoices, work orders, estimates, and required documentation to customer vendor portals.

• Ensure portal activity is maintained and that necessary submissions are completed accurately and punctually.

• Keep track of customer-specific portal requirements and communicate any changes that may affect operations or billing.

• Escalate portal registration, compliance, access, or technical issues to the Premier Services Supervisor.

• Collaborate with Operations, Call Center, Dispatch, Install Coordination, Accounting, ServiceTitan Administration, and field staff to support customer needs and service delivery.

• Provide advice to internal teams regarding Premier Services customer requirements and expectations.

• Assist in the development, maintenance, and enhancement of Premier Services procedures, workflows, and documentation.

• Identify opportunities to enhance customer experience, operational efficiency, billing accuracy, and departmental performance.

• Participate in special projects and departmental initiatives as assigned.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, account management, scheduling, operations support, or administrative coordination.

• Strong verbal and written communication skills, along with the ability to build relationships.

• Exceptional organizational and time management skills.

• Capability to manage multiple priorities across various communication channels in a fast-paced environment.

• High attention to detail and follow-through.

• Proficiency in Microsoft Office, including Outlook, Excel, and Teams.

🏝️ Benefits

• Medical, dental, vision, and 401K plans.

• Paid Time Off.

• Weekly Pay.

• Opportunities for internal promotions.

• Company swag.