Customer Service Generalist

JOB SUMMARY The CUSTOMER SERVICE GENERALIST provides essential support the Customer Service Department by handling a variety of administrative, operational, and customer facing tasks. Key responsibilities include coordinating work order activities, communicating with technicians, ensuring accurate documentation and billing, and maintaining strong relationships with customers and contractors. The Generalist works collaboratively with team members to ensure work orders and related tasks are completed efficiently and accurately, contributing to the overall success of the Customer Service Department. JOB DUTIES AND RESPONSIBILITIES: WORK ORDER COORDINATION Managing incoming calls by addressing caller needs or transferring them to the appropriate party. Responsibilities involve ensuring accurate updates in Salesforce and customer systems by managing technician check-ins and check-outs for work orders. Proficiency in Integrated Voice Response (IVR) is essential for guiding technicians effectively. Additional duties include processing Not-To-Exceed (NTE) requests, updating Salesforce, notifying dispatchers or customers as required, and creating work orders to ensure timely contractor dispatch in the absence of the assigned dispatcher.DOCUMENTATION AND BILLING Pulling work order reports from the Requesting Bills Dashboard, as needed at the discretion of the Customer Service Manager, contacting contractors to request invoices, and uploading documents to Salesforce with complete and accurate details, such as "bill to" information, invoice dates, and reference numbers. Responsibilities include verifying documentation accuracy, addressing work orders without invoices after 10 days, notifying contractors of aging POs nearing 30 days, and requesting approval from the CRS to close unbilled work orders as needed.CUSTOMER AND CONTRACTOR COMMUNICATION Assisting with repair updates, including providing detailed explanations and photos to share with customers. This role ensures real-time updates on ETAs, schedule changes, NTE increases, and work completion statuses are communicated effectively. Responsibilities also include handling goodwill calls, supporting customer satisfaction initiatives, and collaborating with the CRS and Contractor Coordinator Team to efficiently resolve work order issues.TEAM SUPPORT Assisting team members with uploading and requesting site survey reports and Recommended Actions (RAs) received from non-salesforce contractors, as well as utilizing third-party systems to provide updates, submitting proposals for NTE increases, and processing invoices, as delegated by Customer Service Manager. This role requires active participation in call rotation schedules and thorough handling of assigned duties for the week. Additionally, the position involves supporting management by contributing to various projects, initiatives, and reporting metrics as needed, ensuring the team's overall efficiency and success.CONTINUOUS IMPROVEMENT AND COLLABORATION Working closely with the Customer Account Manager and other team members to streamline processes and enhance department efficiency overall. This role also ensures that all third-party customer systems are consistently updated with accurate work order statuses and notifications to maintain seamless operations and effective communication.PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. EQUIPMENT OPERATED: General office equipment (fax machine, copies, laptop, desk phone, scanner) KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of business ethics.Knowledge of customer service principles, including best practices for client and contractor communication.Knowledge of work order management systems, including Salesforce, and familiarity with third-party customer platforms.Knowledge of administrative and billing processes, including invoice management, documentation and compliance.Knowledge of Integrated Voice Response (IVR) systems and their application in technician coordination.Ability to adapt quickly to new processes, workflows, and tools in a dynamic, fast-paced environment.Ability to work collaboratively with team members and other departments to achieve shared goals and improve operational efficiency.Ability to provide exceptional customer service and maintain positive relationships with contractors and clients.Ability to maintain confidentiality and handle sensitive customer and contractor information with discretion.Ability to focus on continuous improvement and a willingness to embrace feedback and grow professionally.Skilled in organizational and time management skills to effectively handle multiple tasks, prioritize responsibilities, and meet deadlines.Skilled in effective written and verbal communication to collaborate with customers, contractors, and team members and to provide clear, accurate updates.Skilled in attention to detail to ensure the accuracy and completeness of documentation, billing, and work order updates.Skilled in problem-solving and analytical skills to address work order discrepancies and resolves customer challenges efficiently.Skilled in Microsoft Office Suite (Excel, Word, PowerPoint)