Customer Service Representative

Customer Service Representative at Authority Brands

The Customer Service Representative is responsible for communicating with customers via telephone, email, and in person. The role develops and maintains positive customer relations and fosters a strong company image.

• Make outbound calls to current customers and schedule yearly maintenance.
• Handle inbound calls and efficiently schedule appointments to maximize productivity and revenue.
• Notify clients if a technician cannot arrive within the scheduled window and re‑schedule to the client’s convenience.
• Coordinate with the Purchasing and Warehouse Coordinator to arrange delivery of parts to technicians.
• Follow the Dispatching for Profits Priority Service Schedule, including the 10‑28 dispatching system, to send the right technician to the right appointment.
• Understand technical competencies of each technician to maximize service and revenue.
• Ensure technicians arrive at their designated appointments on time.
• Debrief with technicians after jobs to identify any outstanding client satisfaction issues.
• Notify the Operations Manager if a technician is not performing at acceptable standards.

• High School Diploma or equivalent.
• Above average verbal and telephone communication skills.
• Good computer software skills.
• Prior customer service experience (preferred).

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Customer Service
• Industry: Consumer Services