Client Support - Rotational Support Associate

Job Description Summary

Basic Purpose

A Rotational Support Associate will spend most of their time supporting internal and external customers /clients and will learn how to perform the following duties: data entry, call center representative, customer service representative, billing representative, scheduling coordinator, and other administrative roles/duties as requested. Rotational Support Associates will develop an understanding of the Company’s systems and processes, as well as gain knowledge of the elevator inspection industry.

Scope

As a Rotational Support Associate, you will be doing data entry. You will also support individuals and teams on projects on a as needed basis.

Reporting and Working Relationships

Rotational Support Specialist report to the Office Manager for the area.

Primary Responsibilities (100%)

Data Entry

• Enter information into company and government databases
• Communicate with field employees to ensure accurate information is entered

Call Center Representative

• Answer inbound calls and route to appropriate personnel, as needed.
• Identify and escalate priority issues.
• Provide follow-up communication where necessary.
• Assist with other basic office duties: processing mail, assisting visitors, answering questions when possible.

Customer Service Representative

• Answer client questions, generate work orders, and send proposals.
• Serve as the “go to” person for clients and inspectors within an assigned area or region.
• Generate proposals for clients who are due for an inspection that are not existing contract clients.
• Generate work orders for contract clients.
• Assist in answering inbound phone calls.
• Assist in making collection calls, when needed.

Billing Representative

• Create and issue invoices to clients, ensuring accuracy and timely billing.
• Classify, record, and summarize numerical, financial, and demographic client data in company file database.
• Assist inspectors with questions related to billing of work performed.

Scheduling Coordinator

• Communicate and collaborate with inspectors, maintenance companies, CSRs, billers, etc. to ensure inspection needs are handled in a timely manner.
• Utilize NetSuite to monitor dashboards, log customer interactions, and update work orders to ensure customers are serviced as expected.

**Additional duties and responsibilities, as assigned.

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

• High school diploma or equivalent
• Some Customer Service experience preferred
• Basic computer skills and knowledge of Microsoft programs
• Must be able to draft and comprehend memos, letters, other correspondence and share information in one-on-one and group situations
• Working knowledge of office equipment such as postage machine, FedEx and UPS, phone systems, copier, etc.

Competencies

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