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Lead Customer Service Representative

Company: Lyles Services Co.
Location: Fresno
Posted on: January 13, 2022

Job Description:

Position Title: Lead Customer Service RepresentativeDate Posted: 12/07/21Location: Fresno, CAJob Category: NESM- SalariedSalary Interval: Salary ExemptApplication Instructions Why Join Our TeamAt Lyles Group, we take pride in our employee and client-centric culture. Our employees and customers are at the forefront of everything we do and how we operate our business. Safety is our top priority and we work hard to ensure everyone goes home to their loved ones each day.We are looking for ambitious individuals to join our team, who are passionate about their performance and who will continue to execute and believe in our core values of:Teamwork: We recognize our primary asset is our people. Mutual respect provides the foundation for our successIntegrity: Our work is performed with high standards of service, quality, and integrity and because of this, we have had the privilege to lead some of the most innovative projects in CaliforniaCommitment: We understand that lasting relationships are the lifeline of our business so we pay personal attention to our clients by focusing on them as collaborative partnersIf you are looking for a company who will value you and provide you with great employee benefits, training and development opportunities, career growth and the opportunity to be a part of something bigger, then Lyles Group is right for you!Position DescriptionJob SummaryUnder the direct supervision of the HVAC Service Manager, this position is the primary customer interface by acquiring calls and emails, accessing the nature of the request, and dispatching service calls to field service technicians as well as leading and guiding the customer service department. Regular, predictable, and reliable attendance is an essential job function.Essential Duties and ResponsibilitiesEssential duties and other responsibilities include but are not limited to the following:Ability tp represent the company in a professional mannerSchedules and dispatches the appropriate field service technician to correspond with the client's needs and expectationsUtilizes the company's computer software to update the status of services records, client billing, and invoicesAssists manager with ordering parts, equipment, systems, and components to prevent technical service delaysEnsures high field productivity through proper planning and coordination to minimize service technician's travel timeMonitors progress on dispatched field service technicians and adjusts work assignments accordinglyMaintains a thorough knowledge of company proceduresMaintains secure, orderly, and organized records and files. Ensures accuracy of information, identifies, reviews, and reports inaccuracies to managerConducts timely follow-up on open service orders and responds accordingly to time-sensitive mattersMaintains and complies with company policies on ethical standards and business practices, and maintains utmost privacy when preparing confidential company correspondence and statistical project reportsAdministers short-term projects and administrative tasks and duties as may be assigned based on business needsSupports customer service activities by directing and overseeing customer service representatives, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performanceThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Position RequirementsQualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Minimum one (1) years related experience and/or training in customer service, dispatching, or equivalent combination of education and experienceAbility to understand, follow, and transmit written and verbal instructionsKnowledge of Viewpoint Service Module or similar industry softwareKnowledge of Microsoft Office Suite (Excel, Outlook, and Word)Excellent telephone etiquetteExcellent oral and written communication skillsCertificates, Licenses, RegistrationsA valid California Driver's LicensePhysical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Office Environment: The noise level in the work environment is usually moderate.Equal Opportunity EmployerWe provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), national origin, disability status, genetic information (including family medical history), protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Consistent with these obligations, we also provide reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances and practices.PI160552961

Keywords: Lyles Services Co., Fresno , Lead Customer Service Representative, Hospitality & Tourism , Fresno, California

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