Customer Service Representative

FastTek Global; Grand Rapids (MI); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical & Dental

Vision

PTO

Long Term Disability

Life Insurance

401(k) Match

Employee referral program

Job summary

FastTek Global is seeking a Service Account Representative to provide excellent customer service to internal and external customers. You will use in-depth knowledge of company products and coordination with the service department to process work orders, quotes, and updates across multiple teams.

Key responsibilities include communicating with store managers and technicians, applying ROEs, maintaining customer records, and assisting with problem resolution.

Qualifications

• Strong customer service skills and ability to communicate with internal and external customers.
• Excellent written and verbal communication abilities.
• Proficiency in Microsoft Office Suite and basic data entry.

Responsibilities

• Provide effective customer service to internal and external customers using in-depth knowledge of company products and producers.
• Communicate with store managers, maintenance personnel, and other customer personnel as needed.
• Apply customer-specific Rules of Engagement (ROEs) to process work orders, prepare quotes, and update online systems.
• Coordinate and communicate fulfillment activities with Area Service Managers, Technicians, and other stakeholders.
• Maintain customer records and prepare service repair quotes per ROEs as needed.

Skills

Customer service

Communication skills

Microsoft Office

Attention to detail

Time management

Tools

CRM software

Job description

• The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.
• Communicates with store managers, maintenance personnel, and other customer personnel as needed.
• Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project
• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
• Maintain customer records using company and customer based automated systems.
• Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
• Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
• Additional responsibilities as assigned.

Position Summary

The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.

• Communicates with store managers, maintenance personnel, and other customer personnel as needed.
• Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project
• Administrators, Technicians, etc.)
• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
• Maintain customer records using company and customer based automated systems.
• Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
• Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
• Additional responsibilities as assigned.

Additional Information

• Work effectively in diverse team and fast paced environment.
• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
• Strong communication skills, verbal and written, required.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational, time management skills.
• Able to meet short and long term deadlines.
• Must be flexible to work outside normal working hours and weekends as required.

Additional Information

At FastTek Global, Our Purpose is Our People and Our Planet . We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra. We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years !

FastTek Global is a financially strong, privately held company that is 100% consultant and client focused , operating in nearly half of the states in the U.S., Europe and India.

We've differentiated ourselves by being fast, flexible, creative and honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Our Benefits Are Second To None And Thanks To Our flexible Benefit Options You Can Choose The Benefits You Need Or Want, Options Include:

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, and 2022!

To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork

Follow us on Twitter: https://twitter.com/fasttekglobal

Follow us on Instagram: https://www.instagram.com/fasttekglobal

Find us on LinkedIn: https://www.linkedin.com/company/fasttek

You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/

AI & Hiring Disclosure

We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.

All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.

If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.

Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.

To learn more or exercise your rights, please contact us at [e-mail].