Customer Services Support Operator

Customer Services Support Operator

  Not Disclosed

  Cary, NC

  3.0 Months

  Not Disclosed

  Not Disclosed

  Healthcare

Job Description

Responsibilities:

Support, inform, prioritize, and coordinate activities and resources across branch offices and the Digital Service Center.
Act as primary point of contact for service customers to ensure expectations are met.
Handle incoming service requests via phone or email, resulting in a service work order and scheduled or dispatched personnel.
Schedule resources to support standard service agreements.
Handle decisions regarding the scheduling and movement of resources and material based on the nature of service calls, urgency, contractual obligation, and availability.
Order and track parts and subcontractors in support of maintenance plans and service calls using the service platform.
Evaluate time-and-material (T&M) service orders for completed costs and scope of work; process invoices in accordance with standard billing practices.
Proactively follow up with customers after completion of service to ensure a high level of satisfaction with the quality of work.

Qualifications:
High school diploma or state-recognized GED required; Associate degree preferred
Excellent organizational and interpersonal skills
Ability to read and understand customer service contracts
Familiarity or experience with HVAC, Fire Alarm, or Security systems preferred
Proficient in Microsoft Office and business software systems (e.g., SAP)
Good verbal and written communication skills in English


KEY DETAILS

Hybrid - 8:00 to 5:00
Experience supporting HVAC mechanical and security for sending dispatchers.
Dispatching for 8-9 technicians
Must be Reliable
Mechanical knowledge- if they get a call will know the difference for automation and mechanical support. Can understand the lingo of what the customer needs support with Office moving so partially remote. (be discussed during interview)
Goal is someone familiar with the Raleigh NC environment.
Where dispatching will primarily be done.
Having knowledge of HVAC is HUGE since this is who they will be dispatching technicians for.
SAP a HUGE plus
MS Office Suite
Will be completing Service coordination.
Taking calls and email requests for dispatching technicians.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.