Customer Service Representative

The objective of the CSR is to be a liaison between customer headquarters and First Service Networks to ensure decisions regarding the account demonstrate we have a thorough understanding of their organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction.
Job Functions:
1. Receive and respond to service requests and proactively manage preventive maintenance (email, fax, Fusion, phone), document all interactions with customers and service contractors, and follow up (Customer Satisfaction Surveys) to ensure work is completed timely, accurately and within required customer service level agreements.
2. Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
3. Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.
4. Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
5. Review key metrics and performance indicator reports to identify areas of focus. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements.
2+ years experience in customer service, customer retention and/or business development; demonstrated experience in providing exceptional customer support in a fast paced environment; excellent written and verbal communication skills; strong problem solving skills and data analysis abilities; advanced knowledge of Microsoft Office products including Excel, Outlook, and Word; experience working with databases is a plus; excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success; excellent time management skills. Previous experience working in Siebel and/or facilities maintenance is a plus.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Benefits
Disability Insurance
Job Requirements:
A minimum of 6 months experience in customer service, customer retention and/or business development; demonstrated experience in providing exceptional customer support in a fast paced environment; excellent written and verbal communication skills; strong problem solving skills and data analysis abilities; advanced knowledge of Microsoft Office products including Excel, Outlook, and Word; experience working with databases is a plus; excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success; excellent time management skills. Previous experience working in Siebel and/or facilities maintenance is a plus.


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