Customer Service Representative

Sunrise Systems, Inc.; Grand Rapids (MI); On-site; USD 18,000 - 26,000; Full time

Job summary

Sunrise Systems, Inc. in Grand Rapids, MI is seeking a Customer Service Representative 1 to support internal and external customers with product knowledge and timely responses. The role is onsite with hours 8am-5pm, 32–40 hours per week, and a 9-month duration (possible extension or conversion).

Pay rate is $16/hr on W2. The position requires strong communication, proficiency in Microsoft Office, and the ability to manage multiple priorities while meeting deadlines.

Qualifications

• Provides effective customer service for internal and external customers.
• Uses knowledge of company products to assist customers.
• Communicates with service department team members to ensure smooth operations.

Responsibilities

• Matching POs from vendors and receiving them.
• Billing A/R customers and assisting dispatching to technicians.
• Prepare service invoices for billing and answer phones; take detailed messages.
• Prepare quotes and update online systems per ROEs.
• Coordinate fulfillment activities with managers, technicians and account managers.
• Maintain customer records in automated systems.
• Prepare service quotes per ROEs and review/approve work orders.
• Provide ETAs and fulfillment updates; resolve issues for customers.
• Monitor accounts for non-payment and assist with resolving disputes and past-due invoices.
• Additional responsibilities as assigned.

Skills

Customer service

Verbal/Written communication

Microsoft Office

Multitasking

Tools

Microsoft Office Suite

Job description

Job Title: Customer Service Representative 1

Location: Grand Rapids, MI 49534 (Onsite)

Duration: 9 Months (Possible Extension or Conversion)

Pay Rate: $16/hr on W2

Work Hours: 8am - 5pm

Hours Per Week: 32 to 40 hrs

Interview Process: phone interview, maybe come in after that for a walk-thru

Manager Intake Notes:

• Matching PO's from Vendors and receiving them. Billing A/R customers and helping out with dispatching calls at times to our technicians, getting service invoices ready for billing, answering phones, taking detailed messages on service calls and dispatching

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
• 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 Client 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.
• Able to meet short and long term deadlines.
• Must be flexible to work outside normal working hours and weekends as required.