Customer Service Representative

Description

The primary objective of this position is to act as a liaison between customers and the company, assisting with complaints, orders, errors, account questions, billing, cancellations, and other inquiries.

The role is split 50% customer service and 50% administration. In customer service, the employee serves as the main point of contact, addresses warranty and non‑warranty issues, documents cases, creates quotes, processes payments, and collaborates with internal partners. In administration, the employee manages service processes in Salesforce/CX/Field Service Lightning, schedules appointments, differentiates chargeable items, works with the CX manager and accounts department, and supports service demand.

• Serve as primary contact for all customer service inquiries via email, phone, and Connect You.
• Address warranty and non‑warranty questions, document cases, and ensure resolution with corporate business units.
• Identify and develop chargeable service opportunities; create quotes and collect payments.
• Educate customers on resolving service concerns over the phone.
• Compile reports on overall customer satisfaction and handle policy changes or renewals.
• Collaborate with internal business partners and participate in training to expand product/industry knowledge.
• Manage service processes in Salesforce/CX/Field Service Lightning, including case handling, order creation, parts ordering, and scheduling.
• Differentiate service issues into chargeable warranty and non‑warranty items.
• Schedule service appointments pre‑ and post‑possession and coordinate with CX Manager on outstanding work orders.
• Generate invoices with the accounts department upon job completion.
• Provide support to service team based on customer demand.
• Multitask, organize time, meet multiple deadlines, and quickly assimilate new information.
• Maintain strong attention to detail and follow‑up to ensure complete, accurate information.
• Troubleshoot problems and provide effective solutions.
• Resolve escalated inquiries and issues professionally.

Requirements

Successful candidates demonstrate strong multitasking, attention to detail, troubleshooting, and communication skills, and thrive in a fast‑paced, changing environment. A high school diploma or GED is required, with at least two years of customer service experience; call‑center experience, mechanical aptitude, and intermediate to advanced proficiency in Outlook, Word, Excel, and PowerPoint are considered assets.

• Communicate clearly in English, both verbally and in writing.
• Work independently with minimal oversight while contributing to a fast‑paced team.
• High School Diploma or GED required.
• Minimum 2 years of customer service experience; call‑center experience preferred.
• Mechanical inclination.
• Intermediate to advanced proficiency in Outlook, Word, Excel, and PowerPoint.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance