Customer Care Representative

Company: Power Plus
Location: Corona
Posted on: May 6, 2021

Job Description:

Customer Care Representative (CCR)We arePower Plus!A multi-industry leader in providing power when you need it, where you need it through intelligent and efficient power solutions. Weve built a 30-year reputation for excellence through our commitment to developing our people, providing exceptional, relationship-based customer service, and giving back to the community. We are a dynamic and entrepreneurial company looking for like-minded individuals to continue to grow and expand our services, and to provide a world-class working environment.If youve always wanted to really make a difference, have your contributions mean something, and work for a place where loyalty, integrity, and hard work still means something, we want to hear from you!Summary:Overall support internally and for business level customers.Essential Duties and Responsibilities include the following.Other duties may be assigned to meet business needs.DAILY

• Arrive on time and ready to work
• Answer phones by 2nd ring
• Keep phone ringers on loud during shift
• Review and respond to new VMs and email
• Continually stay up to date on emails throughout the day
  • Check-in with Service Manager (call) at the beginning and end of shift at minimum.
  • Check-in with techs periodically for updates on job completion and to offer any needed assistance. (Call)
  • Billing: Responsible for billing collection and processing.
  • Two types of billing: Billable and Non-Billable
  • Billable: Tickets that are complete and meet all billing requirements for account.
  • Billable tickets: Submit to billing box
    • Non-Billable: Any ticket that is not billable.
    • Non-Billable: Submit to CC Managers box with reason for rejection.
    • When rejected ticket becomes billable, request ticket to be taken out of rejected status by CC manager.
      • All Eligible Billing should be submitted every day.
      • Update all unit info: Gen, ATS, Engine, Voltage, fuel, etc. as provided by Tech.
      • Ready to complete tickets should be processed and turned in daily.
        • Schedule:
        • Schedule PM, repair, and service call work.
          • Track service calls
          • Keep customer updated.
          • Keep Gens Plus internal notes updated on progress.
            • Repair proposals:
            • Approvals: Award quote-approvals as soon as they are received and sent to parts immediately.
            • Keep track of jobs requiring repair recommendations; make sure techs submit repair rec. and parts quoted repair rec.
            • Add labor to new quotes and send to customer or Account Manager.
              • Track progress of scheduled work for key accounts and provide updates to Account Manager if delays occur.WEEKLY
                • End of Week: Send outstanding On Schedule email to techs.
                • Meet minimum of 25% of monthly forecasted budget goal.
                • Send Repair proposals within 7 days of receipt from the Parts.
                • Track progress of scheduled work for key accounts and provide updates to Account Managers if delays occur.
                • Track subbed work.
                • Maintain list of all jobs subbed.
                • Stay updated on progress of Service Calls and PM work.
                • Follow-up on paperwork with Subcontract rep to make sure jobs can be closed out.MONTHLY
                  • Perform Soft Calls first week of the month.
                  • Submit recurring maintenance to parts by 15th of month.
                  • Resubmit any billing in Eligible that has not posted by month-end closing.
                  • Close month 100% to forecasted budget goal.
                  • Keep adjustments to a minimum.Qualification/Requirements:
                    • Entry-Level 1-2 years experienceEducation/Training/ExperienceThis position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.
                      • High School Diploma/GED.An energetic, forward-thinking and creative individual with high ethical standards and an appropriate professional image. A well-organized and self-directed individual who is a team player. Experience in Word, Excel, and other applicable database programs.Benefits include:
                      • Partially paid medical, dental, and vision available for employee starting 60 days from the first of the month following date of hire.
                      • Company 401k plan (Eligible to participate starting 90 days from the first of the month following date of hire) withcompany matching.We look forward to hearing from you! If qualified and interested, please apply online!Powered by JazzHR

Keywords: Power Plus, Corona , Customer Care Representative, Other , Corona, California