Service CSR

Position Summary:  The Service CSR supports our service team in ensuring Paraco is able to provide memorable, positive and engaging customer support to all customers in a timely manner.  As a Service CSR you will be responsible for customer communications; triage each situation in order to determine the best resolution to maintain customer satisfaction.  This role reports directly to the Director of Service operations.

Key responsibilities and essential job functions include, but are not limited to: 

• Answer incoming phone calls, including dedicated emergency line, in a pleasant & professional manner with the goal of no call going unanswered.  
• Correspond with customers; emails, phone and in person regarding service related issues, billing and scheduling.  Researching account detail and history and coordinating with all related departments to be sure to provide best solution for customer and Paraco.   
•  Enter accurate and complete data into system logs.
• Continue follow up on open issues and keeping service manager informed of escalation required.
• Follow related processes and complete accurate paperwork for clear understanding of next steps and closing of open items.  
• Daily dispatching of calls to service techs
• Scan documents to system and maintain service files.
• Receive payments from customers; enter transactions on accounts, create receipts, post daily dealer tickets.
• Weekly deposits of customer receipts, posting to accounts and logging account 

Desired skills and experience: 

• High school diploma or general education (GED). 
• At least one year of related customer service / customer interaction experience and/or training. 
• Communicating clearly and professionally while documenting each call. 
• A strong work ethic with a team-player mentality. 
• Ability to speak effectively with residential and business customers, colleagues and vendors. 
• Reading, comprehending and explaining documents. 
• Adding and subtracting, multiplying and dividing in all units of measure and computing percentages. 
• Basic desktop systems: Microsoft Office, 10-key calculators and data entry skills. 
• Schedule is Monday to Friday, with a willingness and capability to work a flexible schedule (including weekends and overtime) when needed.