Our Pittsfield client is seeking a Customer Service Representative (CSR) to serve as the first point of contact for customers, assisting with general inquiries, scheduling, and problem resolution. The CSR will work closely with the Technical Team to support scheduling, inventory management, service writing, and invoicing. The ideal candidate will possess excellent communication skills, the ability to multitask, and the capacity to work well under pressure in a fast-paced environment.
Essential Duties & Responsibilities:
- Manage inbound phone calls from customers, staff, and vendors in a professional and courteous manner.
- Identify and triage incoming calls, ensuring prompt and accurate resolution or proper escalation as needed.
- Coordinate and manage service and installation schedules, ensuring appointments are timely and meet customer expectations.
- Assist with inventory management, ensuring stock levels are updated and reported accurately.
- Enter service tickets, track status, and assist with service writing and documentation.
- Work directly with the Technical Team to support service schedules, inventory updates, and invoicing needs.
- Interface with administration, sales, and management to provide seamless communication across departments.
- Provide high-quality support by addressing customer issues, answering inquiries, and resolving concerns in a timely manner.
- Participate in the rotating on-call schedule, ensuring availability after hours when needed.
- Ensure accurate record-keeping for service appointments, tickets, invoices, and customer interactions.
- Maintain attention to detail while managing multiple tasks simultaneously.
- Demonstrate excellent phone handling skills with a focus on active listening, clarity, and professionalism.
