NEW JOB OPENING
CUSTOMER SERVICE REPRESENTATIVE BILLING, DISPATCH & SERVICE COORDINATION
IN Grand Rapids, MI, USA!

Required Education/Experience:

• High School Diploma



Required Qualifications:

• The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.



Competencies:

• Problem Solving: Ability to analyze complex issues, identify root causes, and develop practical, effective solutions using a logical and organized approach.

• Continuous Learning: Demonstrates a commitment to professional growth by learning new skills, expanding technical knowledge, and embracing development opportunities.

• Initiative: Self-motivated professional who takes ownership, works independently, exceeds expectations, and proactively identifies opportunities to add value.

• Adaptability: Thrives in a fast-paced, changing environment by adjusting priorities, embracing new processes, and responding effectively to evolving business needs.

• Results Orientation: Focused on delivering high-quality work, meeting deadlines, achieving objectives, and taking accountability for outcomes.

• Values Orientation: Demonstrates integrity, professionalism, teamwork, ethical decision-making, and a strong commitment to delivering exceptional service while fostering collaboration across the organization.

mitment to delivering exceptional service while fostering collaboration across the organization.



Required Technical Skills:

• Work effectively in diverse team and fast paced environment.

• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.

• Strong communication skills, verbal and written, required.

• Intermediate to advanced proficiency in Microsoft Office Suite.

• Strong organizational, time management skills.

• Able to meet short and long term deadlines.

• Must be flexible to work outside normal working hours and weekends as required.



Responsibilities:

• Communicates with store managers, maintenance personnel, and other customer personnel as needed.

• Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.

• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project

• Administrators, Technicians, etc.)

• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.

• Maintain customer records using Hussmann and customer based automated systems.

• Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.

• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.

• Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**