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Customer Service/Call Center Rep - Tech Hire/Field Services in Grand Rapids, MI at The Amynta Group

Date Posted: 11/28/2018

Job Snapshot

Job Description

POSITION SUMMARY:  Provides customer service to internal and external customers, including field technicians, consumers and business partners.  Responsibilities may include providing standard information, completing forms within guidelines and determining the status of claims based on plan guidelines. 

ESSENTIAL JOB FUNCTIONS:

Provides primary dispatching and administrative duties related to scheduling requests for service to field service technicians. 

Create, dispatch and process work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interpret and follow up on technician reports.

Develop strong relationships with technicians and business partners.

Apply departmental policies and procedures to resolve complex situations.

Source and onboard new potential technicians; provide candid feedback and coaching to technician workforce.

Act as an account owner and business partner to field service technicians; identify group opportunities; some negotiations may be required.

Responds to standard questions and concerns from customers and follows-up with appropriate documentation on the nature and status of the claim; completes a variety of forms and documents based on guidelines, customer responses and operational procedures. 

Processes routine or standard claims based the documentation and categorization of claims, informs customer of results and closes out the claim as appropriate. 

Provides assistance to internal and external customers during the claim and general call center process; forwards calls to other team members, departments or supervisors as required.  

Utilizes databases, informs customers of claim status or outcome, and responds to questions and concerns.   

Performs basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail, entering data, and running basic or standard reports.

Performs other duties as assigned.

Job Requirements

EXPERIENCE REQUIREMENTS:

Office or customer service experience is preferred.

EDUCATIONAL REQUIREMENTS:

High school graduate or equivalent education and experience.   Post-secondary education is preferred.

SKILL REQUIREMENTS:

Working  in a team environment with ability to build relationships; dispatch experience a plus

  1. Self-motivated with decision making skills; analyze and problem solving;

  2. Applying basic office principles;

  3. Providing excellent customer service with strong communication;

  4. Following instructions and guidelines;

  5. Entering data;

  6. PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applicable applications;

  7. Communicating with co-workers to provide and receive direction.

WORK ENVIRONMENT:

Professional office environment.

PHYSICAL REQUIREMENTS:

Positions in this class typically require: typing, talking, hearing, seeing and repetitive motions. 

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

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