Customer Service Representative
at HRU

Date Posted: 4/21/2017

Job Description

Searching for candidates who have experience with Customer Service in an Admin/Clerical type setting.  Excel Experience is a must.  Contract to hire.  If you are interested then apply today!

Openings in:

Louisville, KY
Bowling Green, KY
Lexington, KY

RESPONSIBILITY LEVEL:

  • Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads.
  • Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations.
  • Analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost effective manner.



PRINCIPAL DUTIES:

  • Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
  • Communicates the action plan and services to be provided directly to the customer.
  • Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
  • Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
  • Upon completion, reconciles all service requests daily.
  • Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
  • Assists with creation of L&M quotations.
  • Develops and maintains viable long-term relationships with customers and subcontractors.
  • Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.
  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.
  • Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
  • Facilitates administration of warranty claims.

Job Requirements

REQUIREMENTS:

  • Associate’s degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and / or service scheduling.
  • Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
  • Must have strong interpersonal skills to effectively communicate with both internal and external clients.
  • Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
  • Able to prioritize work activities based upon financial impact to desired business goals.
  • Experience and/or basic project accounting or costing principals is desired. 

6 month contract to hire

To Apply: Please send resume to [Click Here To Join]

Job Snapshot

About Us

HRU Technical Resources is a contingent staffing firm, specializing in engineering, IT and technically related placements across multiple industries.

Technical professionals know better than anyone the benefit of having an expert perform a project. Having to come in and clean up a project after a non-competent person failed with it is a very frustrating experience. A job search is no different. Our dedicated team is ready to guide and inform you, offering insight into how companies work, how they think and what they are looking for in a successful candidate. With over 30 years of experience, our recruiters bring an approach that is helpful, an understanding that this one of the most important decisions you make in your life. Our goal is to make your job search easier and more productive.

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