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Customer Service Representative

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

Job Description:

Position Title: Lead Customer Service Representative
Date Posted: 12/07/21
Location: Fresno, CA
Job Category: NESM- Salaried
Salary Interval: Salary Exempt

Application Instructions

Why Join Our Team

At 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 success
Integrity: 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 California
Commitment: 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 partners

If 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 Description

Job Summary

Under 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 Responsibilities

Essential duties and other responsibilities include but are not limited to the following:
Ability tp represent the company in a professional manner
Schedules and dispatches the appropriate field service technician to correspond with the client's needs and expectations
Utilizes the company's computer software to update the status of services records, client billing, and invoices
Assists manager with ordering parts, equipment, systems, and components to prevent technical service delays
Ensures high field productivity through proper planning and coordination to minimize service technician's travel time
Monitors progress on dispatched field service technicians and adjusts work assignments accordingly
Maintains a thorough knowledge of company procedures
Maintains secure, orderly, and organized records and files. Ensures accuracy of information, identifies, reviews, and reports inaccuracies to manager
Conducts timely follow-up on open service orders and responds accordingly to time-sensitive matters
Maintains and complies with company policies on ethical standards and business practices, and maintains utmost privacy when preparing confidential company correspondence and statistical project reports
Administers short-term projects and administrative tasks and duties as may be assigned based on business needs
Supports customer service activities by directing and overseeing customer service representatives, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance

This 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 Requirements

Qualifications

To 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 experience
Ability to understand, follow, and transmit written and verbal instructions
Knowledge of Viewpoint Service Module or similar industry software
Knowledge of Microsoft Office Suite (Excel, Outlook, and Word)
Excellent telephone etiquette
Excellent oral and written communication skills

Certificates, Licenses, Registrations
A valid California Driver's License

Physical 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 Environment

The 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 Employer

We 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.

PI156989397

Keywords: Lyles Services Co., Fresno , Customer Service Representative, Other , Fresno, California

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