Client Support - Client Services Representative

Job Description Summary

Basic Purpose

The Client Services Representative (CSR) helps the clients assigned to their territory go through the elevator certificate renewal process by providing excellent customer service by informing clients on the next steps to be able to renew their certificate of operation with the local Authority Having Jurisdiction (AHJ). They monitor their dashboard to ensure job completion in order to drive compliance for the accounts they manage in their area. They also assist the field staff and answer questions for elevator companies, when needed.

Scope

A CSR is the primary point of contact for the clients in an assigned territory. CSRs monitor their system dashboard to assist each client through the “next steps” in the certificate renewal process. CSRs review each system generated Proposals and Work Orders (WO) to verify all information is populated and accurate prior to being sent to the customer or Scheduler. CSRs also inform the client when additional services are required.  CSRs log all calls and emails into the system, so peers can access supporting documents and reference information with the company’s database when needed.

Reporting and Working Relationships

CSRs report to the regional office manager for the area. CSRs primarily work with the territory’s scheduler, inspectors, and elevator companies.

Primary Responsibilities (100%)

• Reviewing dashboard lists to determine what jobs are coming due.
• Making and logging outgoing renewal and appointment confirmation calls and notes.
• Generating proposals, reminders, and changing them into work orders.
• Sending proposals, reminders, and appointment confirmation emails.
• Answering incoming calls and emails from clients, inspectors, and elevator companies.
• Assisting elevator companies, inspectors, and other team members with questions and concerns.
• Assisting the area scheduler and others when short staffed to cover immediate needs.
• Assisting with Sales efforts for the area.

Work Environment/Physical Demands

This position operates in a professional office environment.

Travel

Minimal travel required. This may include visits to regional offices, company-required functions, and visiting potential acquisitions as necessary.

Qualifications

• A high school diploma or equivalent
• Ability to manage priorities and workflow
• Dependable and available during normal business hours, 40 hours a week
• Excellent customer service, communication, organizational skills, and responsiveness
• Basic computer skills and knowledge of MS programs
• Versatility, flexibility, and a willingness to work with constantly changing priorities
• Clerical or administrative experience is preferred
• Basic conveyance knowledge is a plus, but not required

Competencies

• Initiative
• Ethics
• Business Acumen
• Time Management
• Organization
• Communication
• Customer Service
• Attention to Detail