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Job Purpose:
Provides support to all customers and field staff to ensure effective operations and excellent customer service during emergency after hours.
Duties:
- Answers and screens all incoming after-hour calls.
- Maintains a friendly and professional demeanor with all customers and technicians via phone.
- Confirms customers are aware of overtime charges and notes calls correctly.
- Processes payments, when necessary.
- Schedules emergency service calls and assigns on-call technicians.
- Follows up with technicians to confirm receipt of calls.
- Monitors emails for incoming emergency calls throughout shift.
- Completes periodic open call status reports.
- Updates all open work orders to vendor portals with latest status.
- Available for in-office shift, as needed.
- Contributes to team effort by accomplishing related tasks and providing results as needed.
Skills/Qualifications:
- Strong customer service with adherence to Core Values/Job Ownership.
- Ability to work independently while maintaining a team mentality.
- Readiness to work on demand at all hours during shift.
- Ability to use positive language and clear communication.
- Ability to stay organized and focused.
- Basic knowledge of Office Suite and Quickbooks. Ability to scan, fax, print, and maintain company files.
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