Customer Service Generalist

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

The CUSTOMER SERVICE GENERALIST provides essential support the Customer Service Department by handling a variety of administrative, operational, and customer facing tasks. Key responsibilities include coordinating work order activities, communicating with technicians, ensuring accurate documentation and billing, and maintaining strong relationships with customers and contractors. The Generalist works collaboratively with team members to ensure work orders and related tasks are completed efficiently and accurately, contributing to the overall success of the Customer Service Department.

• WORK ORDER COORDINATION:
  Managing incoming calls by addressing caller needs or transferring them to the appropriate party. Responsibilities involve ensuring accurate updates in Salesforce and customer systems by managing technician check-ins and check-outs for work orders. Proficiency in Integrated Voice Response (IVR) is essential for guiding technicians effectively. Additional duties include processing Not-To-Exceed (NTE) requests, updating Salesforce, notifying dispatchers or customers as required, and creating work orders to ensure timely contractor dispatch in the absence of the assigned dispatcher.
• DOCUMENTATION AND BILLING:
  Pulling work order reports from the Requesting Bills Dashboard, contacting contractors to request invoices, and uploading documents to Salesforce with complete and accurate details, such as "bill to" information, invoice dates, and reference numbers. Responsibilities include verifying documentation accuracy, addressing work orders without invoices after 10 days, notifying contractors of aging POs nearing 30 days, and informing the CRS to close unbilled work orders as needed.
• CUSTOMER AND CONTRACTOR COMMUNICATION:
  Assisting with repair updates, including providing detailed explanations and photos to share with customers. This role ensures real-time updates on ETAs, schedule changes, NTE increases, and work completion statuses are communicated effectively. Responsibilities also include handling goodwill calls, supporting customer satisfaction initiatives, and collaborating with the CRS and Contractor Coordinator Team to efficiently resolve work order issues.
• TEAM SUPPORT:
  Assisting team members with compiling site survey reports and Recommended Actions (RAs), as well as utilizing third-party systems to provide updates, submit proposals, and process invoices. This role requires active participation in call rotation schedules and thorough handling of assigned duties for the week. Additionally, the position involves supporting management by contributing to various projects, initiatives, and reporting metrics as needed, ensuring the team’s overall efficiency and success.
• CONTINOUS IMPROVEMENT AND
  
  COLLABORATION:
  
  Working closely with the CRS and other team members to streamline processes and enhance overall department efficiency. This role also ensures that all third‑party customer systems are consistently updated with accurate work order statuses and notifications to maintain seamless operations and effective communication.
• PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

General office equipment (fax machine, copies, laptop, desk phone, scanner)

• Knowledge of business ethics.
• Knowledge of customer service principles, including best practices for client and contractor communication.
• Knowledge of work order management systems, including Salesforce, and familiarity with third‑party customer platforms.
• Knowledge of administrative and billing processes, including invoice management,…