Customer Service Representative

Job Description

REQUIREMENTS

• Strong data entry and recordkeeping skills.
• High attention to detail and accuracy.
• Strong organizational and time management skills.
• Ability to follow established procedures and documentation standards.
• Strong written and verbal communication skills.
• Basic problem-solving and follow-up skills.
• Ability to manage multiple routine tasks in a fast-paced environment.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook.
• High school diploma or equivalent required.
• Clerical, administrative, customer service, or account support experience preferred.
• General office equipment knowledge.

RESPONSIBILITIES

• Enter and update service-related information in internal systems and customer platforms.
• Maintain accurate records, notes, and account documentation.
• Review dispatches and work orders for completeness and accuracy.
• Update statuses, required fields, and supporting information in accordance with company procedures.
• Track open items and follow up internally on aged statuses as directed.
• Maintain customer work order systems, portals, and tracking tools as assigned.
• Prepare customer quotes based on approved scope, customer requirements, and internal guidelines.
• Submit quotes to customers or customer platforms as assigned and track approval status.
• Prepare and process NTE increase requests in customer systems and internal platforms as required.
• Monitor quote and NTE statuses and follow up on pending items in accordance with company procedures.
• Enter refrigerant tracking information and other required compliance-related records.
• Prepare routine reports, KPI trackers, scorecards, and status updates as assigned.
• Maintain customer playbooks, onboarding materials, and account-specific procedures.
• Process standard account-related updates and administrative requests.
• Assist internal teams by documenting updates and helping keep account records current.
• Identify missing information, incomplete records, or outdated items and bring them to the appropriate team’s attention.
• Support compliance with customer-specific documentation requirements and internal data standards.
• Perform other administrative and recordkeeping duties as assigned.

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