Customer Service Representative

Irvine, CA 92618

Posted: 09/16/2022 Employment Type: Temp-to-Hire Category: Customer Service Job Number: [SA] Customer Service Representative Pay Rate: $19-$22

Job Description

We are seeking detail-oriented Customer Service Representatives for a temporary to hire opportunity with our customer! The Customer Service Representatives will be responsible for providing customer service, dispatching and managing work orders, tracking customer inspections, and managing overall relationships with clients and vendors.

The Customer Service Representative will be responsible to:

  • Assist customers via email, chat and some telephone follow up calls acting as the point of contact.
  • Develop positive and professional rapport with assigned account contacts, including timely follow up providing excellent customer service.
  • Develop positive and professional rapport with affiliate subcontractors, including communicating the scope of work on each service.
  • Dispatching Work Orders-Receive and dispatch work orders to customer expectations.
  • Track all open and closed work orders, including updating status notes in the Great Plains system, providing reports with schedule dates, estimated completion dates, and close dates.
  • Communicate status of all work orders to affiliates and customers, including following up daily for accurate and timely completion.
  • Obtain inspection purchase orders from the customer and dispatch the inspection work orders to affiliates in a timely manner.
  • Follow up weekly on inspection completion status.
  • Request and submit proposals for additional repairs/services and to correct deficiencies.
  • Follow up on completed inspections with affiliates to make sure the reports, paperwork, and invoices are sent to National Accounts in a timely manner.
  • Review the Call Analysis report from your account manager and provide status on work orders. National Accounts Workflow Billing System:
  • Review exception management queue and mark-up queue daily.
  • Mark-up and price the service and inspection call properly before submitting to billing.
  • Review all paperwork for completeness and accuracy before invoicing.
  • Request missing paperwork affiliates and note in the Great Plains system.
  • Dispute incorrect invoices from affiliates.
  • Review NTE (Not to Exceed) amounts on customer POs (purchase orders) prior to mark-ups.

Job Requirements

The Customer Service Representative Qualifications:

  • 2+ years of exceptional Customer Service experience
  • Ability to effectively present information and respond to questions from managers, clients, customers, vendors, colleagues, and the general public.
  • Knowledge of Microsoft Dynamics Great Plains Database software; Internet Explorer, Google Chrome, Microsoft Outlook Internet software; Microsoft Excel Spreadsheet software and Microsoft Office Word Processing software.
  • Must be available to work between the hours of 8AM to 5PM PST (The shift is 8 hours with 1 hour lunch)
  • Occasional overtime may be required.
  • Hybrid schedule option after training 60 days.
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