Customer Service Representative – Level 1

SLM Facilities; Northern (KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

SLM Facilities is seeking a Customer Service Representative Level 1 to ensure scheduling, verifications, and discrepancies are resolved promptly and accurately. You will interact with customers, strategic partners, and internal teams to meet quality standards.

The role is primarily office-based with potential remote work upon business needs, operating weekdays 8:00 am–5:00 pm. The ideal candidate will have strong organizational and data-entry skills, and proficiency with Windows and common

Qualifications

• High school diploma or equivalent required.
• Ability to manage daily operations with attention to detail and efficiency.
• Strong customer service skills, ensuring service consistency and satisfaction.
• Ability to analyze service data and implement practical solutions.
• Effective team collaboration.
• Ability to operate in a fast-paced setting.
• Adaptability and effective multitasking in a dynamic work environment.
• Proficiency in Windows, Word, Excel, Outlook, Smartsheet, Teams, and internal management systems.

Responsibilities

• Perform post-service follow-up to verify services were scheduled correctly, accurate pricing, and work has been completed.
• Manage administrative service verification tasks including documentation, confirmations, and record updates in the ERP system.
• Coordinate and manage the Hoods ATP process, including scheduling SP visits, confirming completion, and collecting required documentation.
• Manage and resolve Level 1 ticket reasons, resolving basic service inquiries and requests; this includes work order creation.
• Utilize third-party work order platforms.
• Maintain accurate records by creating and updating tickets that document all service interactions.
• Resolve discrepancies in a timely manner.
• Other duties, as assigned.

Job description

The Customer Service Representative Level 1 ensures that customer and strategic partner scheduling, verifications, and discrepancies are rectified in a timely and accurate manner. All service interactions must meet company/customer/strategic partner specifications and quality standards.

Essential Functions

• Perform post-service follow-up to verify services were scheduled correctly, accurate pricing,and work has been completed, etc.
• Manage administrative service verification tasks including documentation, confirmations, and record updates in the ERP system.
• Coordinate and manage the Hoods ATP process, including scheduling SP visits, confirming completion, and collecting required documentation.
• Manage and resolve Level 1 ticket reasons, resolving basic service inquiries and requests; this includes work order creation.
• Utilize third-party work order platforms.
• Maintainaccuraterecords by creating and updating tickets that document all service interactions.
• Resolve discrepancies in a timely manner.
• Other duties, as assigned.

Communication & Reporting

• Maintain ongoing communication with internal teams and leadership.
• Address complex client concerns.
• Build relationships with strategic partners while addressing any on-going service issues.
• Maintain positive, professional, and accurate communication with all customers, strategic partners, staff, and SLM leadership and management.

Additional Responsibilities

• Primarily office-based, with remote work available upon business needs and approval.
• The department is staffed 8:00 am – 5:00 pm, Monday through Friday.
• Adjust responsibilities based on departmental needs and business priorities.

QUALIFICATIONS

Education & Experience

• High school diploma or equivalent required.
• Ability to manage daily operations with attention to detail and efficiency.
• Strong customer service skills, ensuring service consistency and satisfaction.
• Ability to analyze service data and implement practical solutions.
• Effective team collaboration.
• Ability to operate in a fast-paced setting.
• Adaptability and effective multitasking in a dynamic work environment.
• Proficiency in Windows, Word, Excel, Outlook, Smartsheet, Teams, and internal management systems.

This position is primarily sedentary and requires regular use of a computer and telephone. The role involves little to no travel, with travel expected to be less than 10%. Physical requirements include the ability to occasionally lift and carry items weighing up to 10 pounds, such as files, manuals, and binders. The position requires constant keying, hearing, seeing, and speaking; frequent reaching; and occasional bending, standing, and walking.

Job Features

Job Category

Operations