Customer Service Generalist

About Us:
At Connect Service Solutions, we pride ourselves on delivering exceptional service and creating lasting connections with our clients and contractors. Our team is dynamic, innovative, and dedicated to fostering an environment where collaboration and growth are key. We are seeking a Customer Service Generalist to play a vital role in ensuring our operations run smoothly and our customers receive outstanding support.

Job Summary:
As a Customer Service Generalist, you’ll be at the heart of our Customer Service Department, juggling administrative, operational, and customer-facing responsibilities. From coordinating work orders and supporting technicians to maintaining accurate documentation and fostering strong relationships, your contributions will drive the success of our team. If you thrive in a fast-paced, collaborative environment and love making a difference, we’d love to have you on board!

What You’ll Do:

1. Work Order Coordination:
   • Manage incoming calls with professionalism and efficiency, addressing customer needs or directing them appropriately.
   • Coordinate technician check-ins and check-outs, ensuring updates in Salesforce and customer systems.
   • Process Not-To-Exceed (NTE) requests, create work orders, and assist dispatchers with timely contractor coordination.
2. Documentation and Billing:
   • Generate work order reports, request invoices from contractors, and upload accurate documentation into Salesforce.
   • Verify invoice details, address aging POs nearing 30 days, and notify teams about work orders requiring attention.
3. Customer and Contractor Communication:
   • Provide detailed updates, photos, and repair explanations to customers.
   • Communicate real-time status updates, schedule changes, and NTE increases.
   • Support goodwill calls and customer satisfaction initiatives while resolving work order challenges in partnership with team members.
4. Team Support:
   • Collaborate on site survey reports and Recommended Actions (RAs).
   • Use third-party systems to process updates, proposals, and invoices.
   • Participate in call rotations and contribute to team metrics and special projects.
5. Continuous Improvement and Collaboration:
   • Work closely with the team to enhance processes, streamline workflows, and ensure seamless updates in third-party systems.

What We’re Looking For:

Knowledge, Skills, and Abilities:

• Familiarity with customer service principles and best practices for client and contractor communication.
• Strong knowledge of Salesforce and work order management systems.
• Proficiency in administrative tasks like billing, documentation, and compliance.
• Excellent problem-solving, organizational, and time-management skills.
• Ability to thrive in a fast-paced environment, adapt to change, and embrace feedback for professional growth.
• Exceptional communication skills to provide clear and accurate updates to customers, contractors, and team members.

Minimum Qualifications:

• High school diploma or equivalent.
• 2 years of customer service or administrative experience.

Preferred Qualifications:

• Experience with Salesforce or similar platforms.
• Familiarity with work order processes and contractor communications.

What Makes You Stand Out:
At Connect Service Solutions, we value AGILE team members: those who are Accountable, driven by Growth, act with Integrity, demonstrate Leadership, and commit to Everyday Improvement.

Why Join Us:

• Collaborative Culture: Work with a team that values innovation and teamwork.
• Growth Opportunities: Build your skills and grow professionally in a supportive environment.
• Impactful Role: Be part of a department that plays a critical role in customer satisfaction and operational success.

Work Conditions:

• Comfortable, climate-controlled office environment.
• Prolonged periods of desk work, with occasional lifting of up to 15 pounds.

Join Our Team:
If you’re ready to bring your customer service expertise, organizational skills, and passion for excellence to a team that values your contributions, we’d love to hear from you! Apply today and become a key player in driving success at Connect Service Solutions.