Location: Grand Rapids
Job Type: Full-time
Salary: Based on experience
Job Description: We are seeking a proactive and organized individual to join our team as a Customer Service Representative/Administrative Assistant. In this role, you will be responsible for managing inbound and outbound calls, scheduling appointments, assisting internal employees, and performing various administrative tasks to ensure the smooth operation of our business.
What you can expect: Health, Dental, and Vision Insurance 401k with company match Paid time off Paid Holidays Paid and Voluntary Life insurance Employee Assistance Program To work for a company voted Top Workplace for 2023 and received 2023 BBB Torch Awards for Ethics. How you'll create impact:
Process Inbound Calls: Schedule estimating and service appointments for our sales and service departments Assist internal employees at GBE, EEP, and Ayers in executing their schedules efficiently Discuss services offered and provide solutions to customer problems with their homes Accurately document discussions, including notes and pictures associated with customer needs Conduct Outbound Calls: Collect payment from customers with outstanding balances on completed services/projects Make confirmation calls to customers, vendors, and 3rd party contractors to confirm appointment dates, equipment rentals, and schedules Conduct QA calls after projects to capture customer feedback and ensure quality service Schedule new estimate appointments for sales reps based on not sold generator leads Schedule new estimates/same day service appointments for sales reps and service techs based on not sold electrical leads Sell annual maintenance plans, schedule annual maintenance visits, sell extended warranties, or generate new electrical work via scheduling estimates or same day service for other electrical needs based on existing generator leads Process Podium leads, Treehouse leads, and Camp Digital leads to convert into estimating or service appointments GBE/EEP Admin Tasks: Manage inbound/outbound mail Collect and review service invoices, ensuring appointments are resulted, invoices are uploaded, and payments are collected Process payments over the phone via FTNI, including taking deposits on projects and assisting techs in-field with FTNI app Track office supplies, manage inventory, and place orders after approval File paperwork, upload documents into i360, laminate, mass print, and handle urgent trips to Lansing Ensure WOW Foreman steps template is available on all appointments and projects for techs to complete on-site during service appointments or projects What makes you stand out: Excellent communication skills, both verbal and written Strong organizational and multitasking abilities Proficiency in Microsoft Office Suite and other relevant software applications Prior experience in customer service and administrative roles preferred Ability to work independently and as part of a team Attention to detail and ability to prioritize tasks effectively
