Job Description

Full Job Description

Responsible for taking customer and employee calls while completing dynamic job assignments, technician tracking, and job rescheduling functions using technical workforce management tools in our customer service center. Also responsible for relaying and recording information to field personnel via radio, telephone, messaging or other forms of communications. This is an entry level position for this job family.

• Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician, operations managers, sales force, dealer clients, business office and end user customer.
• Assist in driving field productivity through efficient call handling and support.
• Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
• Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary trunk rolls.
• Escalate any issues outside of your technical scope.
• Record customer service calls into scheduling system and data base to provide accurate customer service history in each customer account and record of service calls.
• Assist the technicians over the phone by providing accurate information of issues and testing systems to ensure all services are working for the customer.
• Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.
• Record and classify all inbound calls.
• Assist all departments for billing, pricing, and training needs.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Job Snapshot

• Employee Type:Full-Time
• Location:Irvine, CA
• Job Type:Customer Service
• Experience:1-2 years
• Education:High School
• Date Posted:3/21/2024
• Contact: Whitney Ocallaghan (949) 943-1156
• Pay Range: $18.00 - $18.00 Annually

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