Customer Service/Call Center Representative

Job Description

Job Description

JOB TITLE: Customer Service/Call Center Representative - Stow, OH

DEPARTMENT: Operations

SUPERVISOR: Managed Services Division Manager

SUMMARY:

The Customer Service/Call Center Representative develops, coordinates, and manages scopes of work for specified client programs. The position is responsible for understanding and adhering to the program requirements, managing the procurement of labor and material, and exceeding customer expectations through efficient communication, time management, and program knowledge. The Customer Service/Call Center Representative exemplifies superior quality control via thorough contractor and vendor communication, scope adherence, and troubleshooting.

The position is responsible for monitoring profitability and budget adherence and will make recommendations that positively impact both the customer and the organization

This position must conform to all corporate policies and procedures and uphold ethical standards. This position will embody Lightserve's core values, exemplifying them with the utmost integrity. Employee will represent Lightserve and their department with the highest regard in both external and internal communications, ensuring a standard of excellence in all interactions. 

DUTIES AND RESPONSIBILITIES:

• Provides exceptional customer service by being reliable, responsive, and efficient and adheres to customer expectations and service level agreement requirements.
• Communicates in a professional manner with vendors and clients in a high-call volume environment.
• Ensure client documents, including client profile manuals, are complete, current, and stored appropriately.
• Identifies resources needed to execute work orders in a timely and cost-effective way.
• Monitors scopes of work as appropriate to meet changing needs of the program and ensure work orders and quotes are completed timely and accurately.
• Manages daily workflow in a fast-paced environment and enforces service quality in adherence to the company’s Standard Operating Procedures.
• Works proficiently within ARC; maintaining proper job notes for effective inter-departmental communication.
• Assists in continuously developing and maintaining a high quality, cost-effective contractor network.
• Possesses a clear understanding of the client program, pricing model, and billing procedures.
• Responsible for coordinating material procurement and ensuring on-time delivery through proper communication to the field.
• Assists with answering overflow phone calls.
• Builds strong customer relationships and delivers customer-centric solutions.
  
• Additional job duties/responsibilities as assigned by management. 

QUALIFICATIONS AND SKILLS:

Education and Certifications:

• High school Diploma or equivalent work experience. 

Required Qualifications:

• Experience with telephone communications in a customer service-based environment.
• Ability to troubleshoot and resolve client specific problems.
• Ability to maintain a professional presence with all vendors, customers, colleagues, and management.
• Customer service focus, with the ability to respond to requests in a timely manner.
• Ability to work in a fast-paced environment with several competing priorities.
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
• Outstanding communication and presentation skills (verbal and written).
• Proficient in Microsoft Office Suite.

Preferred Qualifications:

• Associates or bachelor’s degree from an accredited university or college.
• Commercial and/or Industrial lighting experience.

COMPANY BENEFITS:

• Company paid medical and dental premiums for employees on our base plan.
• Paid parental leave.
• Access to vision and other ancillary benefits.
• 401(K) including company match after one year.
• Company paid long-term disability and life insurance.
• Paid time off plus 10 company paid holidays.
• Current hybrid work schedule after successful on-boarding period - (3) days in office and (2) days remote.

WORK ENVIRONMENT:

• Office, cubicle, or workstation.

AA/EOE. Women, Minorities, Veterans, and Disabled People Encouraged to Apply

This position is subject to a pre-employment drug screen. Lightserve Corporation is a drug-free workplace and an E-Verify employer. The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may by required from day-to-day.