The objective of the Customer Service Representative is to be a liaison between customers and First Service Networks to ensure decisions regarding the account demonstrate we have a thorough understanding of their organization at the store and manager level and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction.

Duties and Responsibilities:

• Receive and respond to service requests and proactively manage preventive maintenance (email, fax, Fusion, phone), document all interactions with customers and service contractors, and follow up (Customer Satisfaction Surveys) to ensure work is completed timely, accurately and within required customer service level agreements.
• Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.
• Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements.  Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
• Conduct customer satisfaction surveys within the designated time frame following proper procedure and protocol.

Qualifications:

• A minimum of 6 months experience in customer service, customer retention and/or business development.
• Demonstrated experience in providing exceptional customer support in a fast paced environment.
• Excellent written and verbal communication skills; strong problem solving skills and data analysis abilities.
• Advanced knowledge of Microsoft Office products including Excel, Outlook, and Word; experience working with databases is a plus.
• Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success.
• Excellent time management skills. Previous experience working in Siebel and/or facilities maintenance is a plus.