Service Support Representative (SSR)

Ies Hvac; Sacramento (CA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Flexible Schedule

Paid time off

Paid training

Professional development

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

Flexible Spending Account

Life insurance

Employee Assistance Program

Job summary

IES seeks a Service Support Representative to streamline daily service operations, process work orders, manage purchases, and support billing and accounts receivable. You will liaise with customers, technicians, vendors, payroll, and management to ensure accurate documentation and timely communication.

Responsibilities include order processing, vendor coordination, billing closeouts, collections support, and maintaining reports, while delivering exceptional customer service and contributing to

Qualifications

• Strong organizational, administrative, and multitasking skills in a fast-paced environment.
• Excellent verbal and written communication with a customer-focused approach.
• Proficiency in Microsoft Office applications, including Excel.
• Attention to detail, accuracy and follow-through.
• Experience in administrative support, customer service, dispatch or billing is preferred.

Responsibilities

• Receive and coordinate incoming service requests from customers and internal departments.
• Process and manage service work orders, ensuring documentation and routing for dispatch.
• Generate and maintain purchase orders and coordinate with vendors.
• Perform daily billing closeouts and maintain service/contract records.
• Process customer payments and assist with accounts receivable activities.
• Provide backup support for quotes, proposals, and customer follow-up.
• Deliver exceptional customer service through timely communication and problem-solving.
• Maintain spreadsheets, reports, and service-related documentation.
• Collaborate with technicians, accounting, sales, and service management to support operations.
• Support continuity during busy periods and training opportunities.
• Share best practices and maintain knowledge of company procedures.

Skills

Organizational skills

Communication skills

Excel

Problem-solving

Teamwork

Tools

Microsoft Excel

Job description

Description

The Service Support Representative is responsible for supporting daily service operations through work order processing, purchase order generation, maintenance billing, customer service, accounts receivable support, and reporting functions. This position serves as a critical link between customers, technicians, vendors, payroll, and management to ensure efficient service delivery, accurate documentation, and timely communication.

Key Responsibilities

• Receive and coordinate incoming service requests from customers and internal departments.
• Process and manage service work orders, ensuring accurate documentation and timely routing for dispatch and scheduling.
• Generate and maintain purchase orders while coordinating with vendors and internal teams to resolve discrepancies.
• Perform daily maintenance billing closeouts and maintain accurate service and contract records.
• Process customer payments and assist with accounts receivable activities, including billing inquiries and collections support.
• Provide backup support for service quote preparation, proposal tracking, and customer follow-up.
• Deliver exceptional customer service through timely communication, problem-solving, and attention to detail.
• Maintain accurate spreadsheets, reports, and service-related documentation.
• Collaborate with technicians, accounting, sales, project teams, and service management to support efficient operations.
• Support departmental continuity during periods of high workload, employee absences, or increased service demand.
• Participate in training and professional development opportunities to enhance skills and industry knowledge.
• Contribute to continuous improvement by sharing best practices and maintaining knowledge of company procedures and systems.

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the position, and it may be amended at anytime at the sole discretion of the Company.

For individuals assigned and/or hired to work in California, IES is required by law to include a reasonable estimate of the compensation range for this role. A reasonable estimate of the current base pay scale for this position is $16.90/hr. to $23.00/hr. This compensation range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to skills sets, experience and training, licensures and certifications, education, and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case.

IES provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Benefits:

• Flexible Schedule, Paid time off, and paid training
• Professional development assistance
• 401(k) plan with company matching safe harbor contribution
• Comprehensive medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Life insurance and Employee Assistance Program

Qualifications / Job Requirements

• Strong organizational, administrative, and multitasking skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Proficiency in Microsoft Office applications, including Excel.
• Strong attention to detail, accuracy, and follow-through.
• Proven problem-solving abilities and a commitment to delivering exceptional customer service.
• Ability to work effectively both independently and as part of a collaborative team.
• Ability to build positive working relationships with customers, technicians, vendors, and internal departments.
• Reliable, accountable, and committed to maintaining high standards of service and professionalism.
• Experience in administrative support, customer service, dispatch, billing, or service operations is preferred but not required.

Physical Requirements

• Ability to remain in a stationary position for extended periods while performing computer-based work and handling administrative tasks.
• Ability to frequently use a computer, keyboard, telephone, and other standard office equipment.
• Ability to communicate clearly and effectively with customers, vendors, technicians, and employees in person, by phone, and through electronic communications.
• Ability to occasionally stand, walk, bend, reach, and lift or move office supplies, files, and materials weighing up to 20 pounds.
• Ability to maintain focus and accuracy while managing multiple tasks, data entry, and detailed administrative work in a fast-paced office environment.
• Occasional movement throughout the office to collaborate with team members and support daily operations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.