Customer Service Generalist Job Sheridan Arkansas USA,Customer Service/HelpDesk

Location: Sheridan

Location 817 E Center St.,Sheridan, AR, 72150,United States
Employee Type FTE
Required Degree High school
Manage Others No

Description

JOB SUMMARY

The CUSTOMER SERVICE GENERALIST provides entry-level administrative and customer-facing support for Patriot Construction Management's performance of the USPS Facilities Repair & Modification Services (FRMS) Ordering Agreement. Working under close supervision and following established procedures, this position supports work order intake and dispatch, technician check-in/check-out tracking, basic documentation, and routine customer and contractor communication. The Generalist works closely with the Customer Service Specialist and broader team to ensure work orders and related tasks are completed accurately and on time, escalating non-routine or complex issues to more experienced team members.

JOB

DUTIES AND RESPONSIBILITIES

1. WORK ORDER INTAKE AND DISPATCH SUPPORT:
Assist with the receipt, acknowledgment, and initial triage of task orders issued under the USPS FRMS Ordering Agreement, following established procedures and designated communication channels (phone, email, electronic systems). Confirm contractor receipt of task orders and document confirmations, including contact names, timestamps, and order details, escalating any compliance concerns to the Customer Service Specialist.

2. TECHNICIAN CHECK-IN AND SYSTEM UPDATES:
Support accurate updates in PCMS by recording technician check-ins and check-outs for work orders, and update work order records as directed by the Customer Service Specialist or Customer Excellence Manager.

3. CALL HANDLING AND ROUTING:
Answer incoming calls, address routine caller needs using established scripts and procedures, and transfer or elevate calls to the appropriate Customer Service Specialist or team member as needed.

4. DOCUMENTATION SUPPORT:
Assist with pulling work order reports, requesting invoices from contractors, and uploading supporting documentation, such as signoff sheets and before-and-after photos, into PCMS under the guidance of more experienced team members.

5. CUSTOMER AND CONTRACTOR COMMUNICATION SUPPORT:
Assist in sharing routine updates with customers, such as ETAs and schedule changes, under the direction of the Customer Service Specialist, escalating complex or sensitive communications as needed.

6. TEAM SUPPORT:
Assist team members with basic report compilation and administrative tasks to support overall team efficiency.

7. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED

General office equipment (computer, dual monitors, phone, printer).

KNOWLEDGE,

SKILLS AND ABILITIES

Knowledge of business ethics.
Knowledge of basic customer service principles, including best practices for client and contractor communication.
Ability to learn and follow established work order management systems, including Salesforce, and related platforms.
Ability to adapt quickly to new processes, workflows, and tools in a dynamic, fast-paced environment.
Ability to work collaboratively with team members and other departments to support shared goals.
Ability to provide friendly, reliable customer service and maintain positive relationships with contractors and clients.
Ability to maintain confidentiality and handle sensitive customer and contractor information with discretion.
Ability to accept feedback and grow professionally in a structured, closely supervised role.
Skilled in organizational and time management to handle routine tasks and meet deadlines.
Skilled in clear written and verbal communication with customers, contractors, and team members.
Skilled in attention to detail to support accurate documentation and work order updates.
Skilled in Microsoft Office Suite (Excel, Word, PowerPoint).

Requirements MINIMUM QUALIFICATIONS

High school diploma or equivalent

PREFERRED QUALIFICATIONS

One (1) to two (2) years of customer service, administrative, or office support experience.
Experience with Salesforce or similar CRMS or work order management systems.
Experience working in a fast-paced, customer-facing environment.

Special Qualifications

Must pass a criminal background check.
Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS

Works in heated and cooled office environment.
Prolonged periods of sitting at a desk and working on a computer.

The above describes the general content and requirements for this job. It is not intended to be an all- inclusive list of duties, responsibilities, or requirement

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