Senior Customer Service Representative

Service Account RepresentativeLocation:3004 Spring Industrial Drive Suite C, Powder Springs, GA 30127, USAWork Hours:8:00 AM to 5:00 PMCompensation:Competitive, based on experienceAbout The Role:The Service Account Representative is responsible for providing excellent customer service to internal and external customers by using in-depth knowledge of company products and procedures. This role involves effective communication with team members and managing customer service activities, including preparing quotations.Key Responsibilities:Communicate with store managers, maintenance personnel, and other customer personnel.Ensure rules of engagement (ROE) are understood, communicated, and executed by the fulfillment team.Apply customer-specific ROE for processing work orders and updating online systems.Prepare service repair quotes per customer-specific ROE.Review and approve service work orders in collaboration with service managers and key stakeholders.Coordinate and communicate fulfillment activities with area service managers, technicians, strategic account managers, and project administrators.Maintain customer records using company and customer-based automated systems.Provide estimated times of arrival, fulfillment updates, and problem resolution to team and customers.Monitor customer account details for nonpayment and support the corporate credit department in resolving disputed/rejected invoices and past-due receivables.Perform additional responsibilities as assigned.Requirements:Ability to work effectively on a diverse team in a fast-paced work environment.Strong verbal and written communication skills.Intermediate to advanced proficiency in Microsoft Office Suite.Strong organizational and time management skills.Ability to meet short- and long-term deadlines.Flexible to work outside normal working hours and weekends as required.High school diploma; associate degree preferred.Experience in preparing service repair quotations is required.Preferred Qualifications:Experience in a customer service role within a service department.Knowledge of company products and procedures.
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