Customer Service Representative

CEC is an innovative specialty services trade provider that is committed to its employees and their career growth. With the rapid expansion of our company, we need passionate and motivated individuals to join our team.

As a Customer Service Representative (CSR) at CEC, you will schedule service calls and route service crews to make needed repairs and complete scheduled projects. This position will report to the office to be able to immediately communicate with the service managers. The CRS will work on situations quickly to resolve service calls, including emergency calls, while still maintaining composure and exemplary customer service.

The CSR reports to the service manager and works within a team-oriented environment. Travel is not required.

• Perform varied daily job duties based on service industry, volume of calls, and the number of service crews working for the business.
• Answer Phones
  - Service dispatchers answer incoming phone calls to schedule service appointments for customers.
• Write Work Orders
  - Gather detailed address information from customers and get a basic overview of the service need. Then relate these details to the service crew that will answer the call. Prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible.
• Dispatch Service Crews
  - Dispatch service crews to scheduled appointments and to emergency situations.
• Communicate with Service Crews
  - Answer incoming radio calls from service crews, who report when they arrive at and leave jobs, and log this information into the dispatch system. This includes addressing any emergency situations service crews may encounter and relaying information to management or other departments as needed.
• Answer Customer Questions
  - Answer customer questions and address customer problems, manages assigned accounts, invoicing and processes information pertaining to small service quotes.
• Provide support, information, and new assignments to Service Technicians
• Maintain Customer Files
  - Service dispatchers add customer information to digital filing systems and log information into customer files when scheduling service calls.

• Performs other related duties as assigned to ensure efficient and effective processes, completion of projects and smooth operation of department.

• High school diploma, GED, or its equivalent required.

• Valid driver's license with clean, insurable driving record.
• Detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Strong problem solving and critical thinking skills.
• Proficient using a computer and Microsoft Office and aptitude for learning new technologies.
• Ability to provide unparalleled customer satisfaction.
• Excellent verbal, phone, and interpersonal skills.
• Strong mechanical and installation understanding of the tools and equipment that technicians use.
• Self- sufficient, motivated, proactive, and able to find and organize customer base and service-related information.

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

The physical demands described here are…