Position Summary
The Customer Service Representative Level 1 ensures that customer and strategic partner scheduling, verifications, and discrepancies are rectified in a timely and accurate manner. All service interactions must meet company/customer/strategic partner specifications and quality standards.
Essential Functions
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Perform post-service follow-up to verify services were scheduled correctly, accurate pricing, and work has been completed, etc.
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Manage administrative service verification tasks including documentation, confirmations, and record updates in the ERP system.
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Coordinate and manage the Hoods ATP process, including scheduling SP visits, confirming completion, and collecting required documentation.
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Manage and resolve Level 1 ticket reasons, resolving basic service inquiries and requests; this includes work order creation.
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Utilize third-party work order platforms.
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Maintain accurate records by creating and updating tickets that document all service interactions.
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Resolve discrepancies in a timely manner.
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Other duties, as assigned.
Communication & Reporting
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Maintain ongoing communication with internal teams and leadership.
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Address complex client concerns.
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Build relationships with strategic partners while addressing any on-going service issues.
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Maintain positive, professional, and accurate communication with all customers, strategic partners, staff, and SLM leadership and management.
Additional Responsibilities
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Primarily office-based, with remote work available upon business needs and approval.
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The department is staffed 8:00 am – 5:00 pm, Monday through Friday.
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Adjust responsibilities based on departmental needs and business priorities.
Education & Experience
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High school diploma or equivalent required.
Skills & Competencies
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Ability to manage daily operations with attention to detail and efficiency.
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Strong customer service skills, ensuring service consistency and satisfaction.
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Ability to analyze service data and implement practical solutions.
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Strong negotiating skills.
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Effective team collaboration.
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Ability to operate in a fast-paced setting.
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Adaptability and effective multitasking in a dynamic work environment.
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Proficiency in Windows, Word, Excel, Outlook, Smartsheet, Teams, and internal management systems.
This position is primarily sedentary and requires regular use of a computer and telephone. The role involves little to no travel, with travel expected to be less than 10%. Physical requirements include the ability to occasionally lift and carry items weighing up to 10 pounds, such as files, manuals, and binders. The position requires constant keying, hearing, seeing, and speaking; frequent reaching; and occasional bending, standing, and walking.
