Customer Service Representative

PTG; Wixom (MI); On-site; USD 35,000 - 60,000; Full time

Job summary

Join PTG as a Customer Service & Support Specialist, where you'll manage service requests and ensure outstanding client communication. This role coordinates service dispatches, maintains internal systems, and requires effective teamwork to meet service level agreements. Ideal candidates have a relevant degree and 2-4 years of experience in customer service or support.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Disability insurance

Qualifications

• 2–4 years of experience in customer service, service coordination, or technical support.
• Experience in the AV, IT, or construction/field services industry preferred.

Responsibilities

• Oversee the internal tracking system for service jobs.
• Diagnose and troubleshoot service requests before dispatching technicians.
• Ensure compliance with Client Service Level Agreements (SLAs).

Skills

Strong organizational skills

Technical proficiency

Clear and professional communication

Problem-solving mindset

Team collaboration

Self-motivated and accountable

Reliable

Education

Associate or Bachelor’s degree in Business Administration, Communications, or a related field

Tools

Service ticketing systems

Project/dispatch platforms

Job description

2 days ago Be among the first 25 applicants

The Customer Service & Support Specialist plays a critical role in managing service requests, optimizing technician dispatch, and maintaining high service standards. This role involves overseeing service tracking systems, collaborating with internal teams, and ensuring compliance with Service Level Agreements (SLAs). The Customer Service Specialist is responsible for clear communication, accurate documentation, and effective coordination to deliver exceptional service to clients.

Responsibilities

Service Coordination and Tracking:

• Oversee the internal tracking system for service jobs, including managing Q360 boards, the technician database, and client web portals as required.
• Diagnose and troubleshoot service requests before dispatching technicians to optimize efficiency and resolution time.
• On call work over weekends and holidays to ensure our SLA clients needs are met.

Scope of Work (SOW) Management:

• Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
• Communicate SOWs clearly to technicians to facilitate efficient and timely dispatches.

Technician and Resource Alignment:

• Coordinate technician sourcing needs with Installation Services, aligning with SOWs and budgets.
• Manage service call costs to remain within approved budgets per customer agreements and SLAs.

Documentation and System Management:

• Maintain and update client-specific notes in Q360 to ensure accurate and current information.
• Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
• Upload all necessary documentation into the internal storage system for easy access and record-keeping.

Client and SLA Management:

• Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
• Escalate concerns or recurring issues to the Manager, particularly those affecting SLAs or client satisfaction.

Collaboration and Communication:

• Work closely with the Engineering team to ensure the proper equipment is specified and quoted for replacements or enhancements.
• Coordinate equipment shipments, maintaining clear communication with internal teams and external customers as required.

Job Completion and Verification:

• Ensure the successful completion of service jobs by technicians, including collecting Certificates of Completion (COC), photos, and verifying technician PO amounts.
• Generate quotes in Q360 and obtain client approval when necessary.

Qualifications

• Associate or Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 2–4 years of experience in customer service, service coordination, or technical support, ideally within the AV, IT, or construction/field services industry.
• Experience working with service ticketing systems or project/dispatch platforms preferred.
• Strong organizational skills
• Technical proficiency
• Clear and professional communication
• Problem-solving mindset
• Team collaboration
• Self-motivated and accountable
• Reliable

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Technology, Information and Media and IT Services and IT Consulting

Referrals increase your chances of interviewing at PTG by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Disability insurance

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