Customer Service Representative

The Customer Service Representative is responsible for ensuring high-quality customer interactions, setting customer service standards to exceed expectations and efficiently resolving customer concerns, and implementing strategies to improve overall customer experience and satisfaction. This role will assist with service delivery and administration and act as a central information source essentially acting as the bridge between the customer service team and other departments within the organization.

This is an on-site, in-person, in office position.

• Always represent a strong professional image to internal and external customers, vendors, and employees
• Acts as our customers’ best service provider at all times thereby ensuring Guardian Access is the customer's first choice for service
• Serve as primary resource and contact for customer, ensuring timely and effective resolution while offering solutions that balance the customer’s needs with the company’s capabilities
• Update service ticket status and projects with customers on a regular basis for any on-going issues; assist with service ticket and project closeout documentation
• Monitor and evaluate customer interactions to ensure adherence to company standards and customer service best practices
• Administer service ticket setup in financial system, Field Service management application ensuring client information is setup with any changes identified to keep the system information current
• Provides Service Quotes to customers with the assistance of the Service Supervisor or Service Manager
• Prepare Purchase Orders for service ticket materials and coordinate orders with purchasing department; enters Purchase Orders into Sage for tracking and sends to vendors following up on any outstanding Purchase Orders
• Prepare service ticket invoices daily and work with the Service Manager and Accounts Receivable team with analysis and tracking of client invoices
• Schedule and follow up on all monthly maintenance customer accounts
• Meet Customer Service KPIs and metrics, including installation and service district targets
• Track key customer service metrics like customer satisfaction, call resolution time, and call volume to identify areas for improvement
• Establish and maintain daily process for resolving customer invoicing, billing, and quote inquiries
• Improve customer service experience, create engaged customers, and facilitate organic growth
• Develop and prepare regular and ad hoc reports, metrics, and special project requests
• Work with Warehouse and Service Supervisor for active tracking of material orders, delivery dates, and reconciliation of service stock material in the warehouse
• Collaborate with other departments like sales, marketing, and product development to ensure seamless customer experience
• Work with multiple Project Managers to ensure project delivery meets clients’ expectations and the project is completed on time and within budget
• Administer project setup in Sage 100, Sage project management application and Slack channel to ensure accuracy of project data
• Track project submittals from client approval through permit submission and internal tracking
• Use the financial system to monitor budget, actual project cost and cost commitments
• Provide administrative overflow support as needed
• Regular and punctual attendance at work and provides appropriate scheduling flexibility
• Adherence to safety guidelines and policies
• Other job-related duties as assigned

• Four years of experience in Customer Service with a focus on operations and service industries
• Experience in managing customer service team and enforcing call quota metrics
• Proficiency with ERP, CSM, and service dispatching software including Sage 100 Contractor
• Strong leadership and team management abilities including ability to quickly resolve problems without disruption in service provided to customers
• Proficiency in documenting processes, creating SOPs, and keeping up with industry trends
• Excellent interpersonal communication skills including verbal, written, and presentation skills
• Demonstrates a high level of organization and reliability, ensuring tasks are completed accurately and prior to…