Customer Care Coordinator

Ayers Basement Systems; Grand Rapids (MI); On-site; USD 28,929 - 34,440; Full time

Benefits offered by this job

Top Workplace award 2024/2025

Health, Dental, Vision Insurance

401k with company match

Paid Time Off

Paid Holidays

Life Insurance

Employee Assistance Program

Job summary

Ayers Basement Systems in Grand Rapids, MI is hiring a Customer Service Representative/Administrative Assistant. This full-time role involves handling inbound and outbound calls, scheduling service appointments, and performing essential administrative tasks to keep homes and businesses running smoothly.

You will support payment collection, coordinating with field technicians, and assisting with lead follow-up to grow service offerings.

Qualifications

• Excellent communication skills with customers and internal teams.
• Organized and detail oriented to manage multiple tasks.
• Tech-savvy and quick to learn new systems.
• Problem solver who enjoys helping customers.
• Team player who can work independently and with others.
• Experience scheduling/dispatching field workers is a plus.

Responsibilities

• Handle inbound and outbound calls and schedule appointments.
• Assist with administrative duties to ensure smooth operations.
• Collect payments and follow up on outstanding balances.
• Manage daily schedules by geography and technician needs.
• Support sales efforts by scheduling follow-up appointments.

Skills

Communication skills

Organization

Tech proficiency

Problem solving

Teamwork

Dispatcher experience

Tools

Microsoft Office

Job description

Description

Join Our Award-Winning Team and Make a Difference!

Location: Grand Rapids

Job Type: Full-Time

Salary: $21 - $25 an hour

Are you ready to be part of a dynamic team that’s dedicated to keeping customers’ homes and businesses running smoothly? We’re on the hunt for an enthusiastic, detail-oriented Customer Service Representative/Administrative Assistant to join our fast-paced and rewarding environment! If you love solving problems, making an impact, and working with a passionate team, this is the role for you!

What You’ll Love About Working Here

• Joining an excellent team and culture - Our employees love working here!
• A Top Workplace – Voted Top Workplace 2024 and 2025 and recipient of the 2024 BBB Torch Award for Ethics – come work with the best!
• Health, Dental, and Vision Insurance – We care about your well-being!
• 401k with Company Match – Plan for your future while we support you.
• Paid Time Off and Paid Holidays – Rest and recharge when you need it.
• Life Insurance – Both Paid and Voluntary options.
• Employee Assistance Program – We’re here for you, personally and professionally.

How You’ll Make An Impact

As the backbone of our operations, you’ll be on the front lines, directly helping to keep our customers happy and safe. Your role will include inbound and outbound calls, scheduling appointments, and assisting with administrative duties to ensure seamless service for our clients.

Appointment Scheduling & Customer Care

• Answer inbound calls and proactively make outbound calls to schedule electrical and plumbing service appointments to solve customer issues.
• Call customers to schedule generator maintenance, ensuring their power stays uninterrupted. You’ll help us honor our promise of protecting them against power outages!
• Make calls to notify customers about important generator updates, allowing us to stay ahead of potential issues.

Payment Collection & Follow-Up

• Make outbound calls to collect payments on completed services, ensuring a smooth transaction and keeping our accounts up to date.

Optimizing Schedules & Administrative Support

• Optimize the daily schedule by considering geography, technician skills, and appointment priorities – your coordination will keep things running like clockwork!
• Handle office inventory, ordering supplies as needed to ensure our team always has what they need to succeed.
• Assist with managing inbound and outbound mail, filing documents, and handling all administrative tasks to ensure the business operates seamlessly.

Sales Support & Lead Conversion

• Help convert leads into appointments, driving sales for our annual maintenance plans, extended warranties, and new services by proactively scheduling follow-up appointments.

Communication Excellence

• Follow up with customers after service appointments to gather feedback and ensure they’re delighted with the work completed.
• Assist internal teams with scheduling and operations, keeping everything running smoothly behind the scenes.

What Makes You a Great Fit

• Excellent communication skills – You can easily engage with customers and internal teams, both over the phone and through written communication.
• Organized & Detail-Oriented – You know how to manage multiple tasks and prioritize efficiently to get things done.
• Tech-Savvy – Comfortable with Microsoft Office and learning new systems.
• Problem-Solver – You thrive in finding solutions and enjoy helping customers with their challenges.
• Team Player – You know how to collaborate with others while working independently to achieve your goals.
• Experienced Dispatcher - You have experience scheduling and dispatching skilled workers in the field