What are the responsibilities and job description for the Job Opportunity - Service Account Representative position at Open Systems Inc?
Job Description
Job Description
Position : Service Account Representative
Location : Charlotte NC 28217 (100% Onsite)
Duration : 6 Months Contract
US Citizenship or Green Card Required
Position Summary :
The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.
Principal Responsibilities :
1. Communicates with store managers, maintenance personnel, and other customer personnel as needed.
2. Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
3. Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project Administrators, Technicians, etc.)
4. Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
5. Maintain customer records using Hussmann and customer based automated systems.
6. Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
7. Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
8. Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed / rejected invoices and past due receivables.
9. Additional responsibilities as assigned.
