The service account representative is responsible for providing effective customer service for all internal and external commercial refrigeration service customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.
Communicates with store managers, maintenance personnel, and other customer personnel as needed.
Applies customer-specific rules of engagement (ROE) to process work orders, prepare quotes, and update online systems based on specific parameters supplied by service managers and relationship holders.
Ensures ROE are understood, communicated, and executed by our fulfilment team (area service managers, project administrators, technicians, etc.)
Prepares invoices for commercial refrigeration services rendered to include time, materials, other charges, and tax.
Coordinates and communicates fulfilment activities with respective area service managers, technicians, strategic account managers, service sales account managers, and project administrators.
Maintains customer records using Hussmann and customer-based automated systems.
Prepares service repair quotes per customer-specific ROE as needed.
Reviews and approves service work orders per ROE and internal standards in a collaborative effort with service managers and key relationship holders.
Provides ETAs, fulfilment updates, and problem resolution to team and customers as needed.
Monitors customer account details for nonpayment and provide support to corporate credit department to resolve customer-disputed/rejected invoices and past-due receivables.
Qualifications and Education Requirements:
One-plus years of relevant experience
High school diploma
MS Excel proficiency
Billing experience (construction or similar)
Extensive customer service experience
Work effectively as part of a diverse team in a fast-paced environment.
Ability to successfully manage multiple, competing priorities and tasks in a fast-paced work environment with high attention to detail.
Strong communication skills, verbal and written, required.
Intermediate proficiency in Microsoft Excel and Microsoft Outlook software applications.
Strong organizational and time-management skills.
Able to meet short- and long-term deadlines.
Flexible to work outside normal working hours.