Consolidated Fire Protection, Inc. Hiring for Afterhours Representative – National Accounts Customer Service at Texas Full Time

We are looking for a dependable customer service professional to join our afterhours team at Consolidated Fire Protection.

The National Accounts Afterhours Representative will be responsible for providing customer service, dispatching, managing work orders, tracking inspections, and managing overall relationships with clients and vendors. Must be available to cover the nights, weekends, and holidays schedule. Week nights are between 5:00PM and 8:00AM CT, and anytime during weekends and holidays. This is a full-time position with overtime occasionally required.

The following are the essential duties and responsibilities of a National Accounts Afterhours Representative. Other duties may be assigned.

Customer Service:

• Develop positive and professional rapport with assigned account contacts, including timely follow up providing excellent customer service.
• Develop positive and professional rapport with affiliate subcontractors, including communicating the scope of work on each service.
• Effectively communicate with customers and affiliates via telephone and email.

Dispatching Work Orders:

• Receive and dispatch work orders to customer expectations.
• Track all open and closed work orders, including updating status notes in the Great Plains system, providing reports with schedule dates, estimated completion dates, and close dates.
• Communicate status of all work orders to affiliates and customers, including following up daily for accurate and timely completion.
• Obtain inspection purchase orders from the customer and dispatch the inspection work orders to affiliates in a timely manner.
• Follow up weekly on inspection completion status.
• Request and submit proposals for additional repairs/services and to correct deficiencies.
• Follow up on completed inspections with affiliates to make sure the reports, paperwork, and invoices are sent to National Accounts in a timely manner.
• Review the Call Analysis report from your account manager and provide status on work orders.National Accounts Workflow Billing System:
• Review exception management queue and mark-up queue daily.
• Mark-up and price the service and inspection calls properly before submitting to billing.
• Review all paperwork for completeness and accuracy before invoicing.
• Request missing paperwork affiliates and note in the Great Plains system.
• Dispute incorrect invoices from affiliates.
• Review NTE (Not to Exceed) amounts on customer POs (purchase orders) prior to mark-ups.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills
Ability to read, analyze, and interpret general business processes, technical procedures, or county and state regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from managers, clients, customers, vendors, colleagues, and the general public.

Computer Skills
To perform this job successfully, an individual should have knowledge of Microsoft Dynamics Great Plains Database software; Internet Explorer, Google Chrome, Microsoft Outlook Internet software; Microsoft Excel Spreadsheet software and Microsoft Office Word Processing software.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to type or handle paperwork, and speak professionally and listen. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Education and/or Experience
Associate’s degree or equivalent from two-year college or technical school; or minimum two years related experience and/or training; or equivalent combination of education and experience.

Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Job Type: Full-time

Pay: $18.00 – $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekend availability

Application Question(s):

• This position covers the Overnight, Weekends and Holidays; are you available to work those shifts?

Experience:

• Customer service: 2 years (Preferred)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Required)
• Day Shift (Preferred)

Work Location: Remote