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Customer Service Agent

Company: GTT, LLC
Location: Hawthorne
Posted on: March 17, 2023

Job Description:

Customer Service Agent

  • Contract Duration 6+ months
  • Pay ranges from $15 - $23/hr

    Responsibility Level:

    • Under general supervision from the Branch Operations Manager and/or Service Manager, assists with the coordination of customer service requests, from order to cash, while maximizing technical resource productivity and profitability.
    • Partners effectively with Service Managers and Customer Service representatives to support a successful service business.
    • Willingness to support and coach team members.

      Principal Duties:
      Duties are assigned at the local level and will include some of the below:

      • The Customer Service Agent receives customer requests for unscheduled or scheduled service.
      • Determines customer needs and matches appropriate skillset to the need.
      • Coordinates with the Technician to communicate the action plan and services to be provided to the customer.
      • The Customer Service Agent ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed.
      • Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
      • Coordinates labor scheduling to align technicians to the appropriate customer and service needs.
      • Ensures Technicians are provided with daily schedules.
      • Maintains consistent communication with assigned Technicians.
      • Follows up on activities to ensure completion in an established timeframe.
      • Reconciles and invoices all service requests daily.
      • May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.
      • Assists with the creation of L&M quotations, as needed
      • Prepares yearly, monthly, and weekly execution plans for PSA scheduled service visits.
      • Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.
      • Researches and follows up on action items assigned.
      • Maintains delivery standards consistent with Building Efficiency North America objectives
      • for sustainable, profitable service growth through the efficient execution of the work sold.
      • Ensures that all customer account information required to support call management activities and schedules is kept up to date in NxGen.
      • Supports administration and resolution of warranty claims.
      • Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.
      • Reconciliation of accounts payable exceptions as necessary.

        About The Company:

        • Our client specializes in enhancing the intelligence of buildings because buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission.
        • This is where our client comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, they make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet.
        • Our client has been making buildings smarter since 1885, and their capabilities, depth of innovation experience, and global reach have been growing ever since. Today, they offer the world's largest portfolio of building products, technologies, software, and services. They put that portfolio to work to transform the environments where people live, work, learn and play.


Keywords: GTT, LLC, Yonkers , Customer Service Agent, Hospitality & Tourism , Hawthorne, New York

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