Job Detail

Customer Representative

Burbank, CA General Administration Full Time

Seeking a customer representative with a passion for customer service.  The ideal candidate will be proficient in communicating with the customer by phone, email, or in-person to provide order status, changes in scope, requests for approval, etc. The candidate should be unstoppable in their pursuit of simple solutions for difficult problems with a passion for customer satisfaction. 

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Job Summary

The Customer Representative will manage a variety of Maintco customer accounts to deliver world-class service and support by directly overseeing score cards, immediately responding to inquiries, and collaborating internally to prepare quotations.  The Customer Representative will serve as the primary interface for a variety of Maintco customers, responsible for ensuring the most efficient and positive relationship with the customers, while enabling level-loading of our fieldworkers and expeditious resolution of customer assertions.  They will also work closely with key internal stakeholders and have a solid internal network relevant to the customers they support.

The ideal candidate will have proven experience as a customer representative, providing order status, estimated time of completion, cost information, and submit requests to expedite. The position will manage each service request from acceptance to do the service until the order is completed and ready to be billed to ensure order fulfillment and customer satisfaction. 

Some of our main clients include 7-Eleven, Amazon, and Jack in the Box.  Our ideal manager will have ample experience in managing large service teams with comfort across a diverse set of trades.   

Delivery of excellent customer service at Maintco takes the passion of every employee to pursue simple solutions to difficult problems. We create an environment where creativity, invention, and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

Work Duties/Essential Functions:

  • Oversee different customer accounts, particularly key clients as well as relatively new clients. 
  • Support the strategic account managers working on new business due to their knowledge and understanding of the existing customer portfolio and may be required to support bid-related activities.
  • Consider labor hours/materials and produce customer quotes for internal sign-off. The Customer Representative has responsibility for ensuring that the price is accurate for customer orders such as miscellaneous repairs or new projects quotes, which may include orders of significant value. 
  • Seeking buy-in from various key internal stakeholders before responding to customer requests and presenting information back to the customer. 
  • Responsible for the contract review process, working closely with colleagues internally to address performance to client Service Level Agreements expectations. 
  • Act as the voice of the customer and ensure timely resolution to all customer orders and inquiries. 
  • Receive, review, and enter customer service requests work orders into the Maintco Work Order system and dispatch to the fieldworker or subcontractor teams.
  • Responsible for ensuring the Service Request (SR) work order is accurate and internal stakeholders have provided agreement. Formally acknowledge the SR with the customer.
  • Responsible for ensuring customers are responded to in a timely manner and they are accountable for the communication both internally and externally. 
  • Works closely with all internal functions, including Field Operations, Finance, etc. to ensure everything is in place to deliver the requested service for the customer. 
  • Able to escalate matters to the Customer Account Manager and use judgment as to when this is appropriate. 
  • Track and reconcile internal and external customer scorecards, which includes verification of the metrics by which Maintco is judged. 
  • Collaborate directly and attend meetings with the Finance function, to manage and reduce accounts receivables; accountable for resolving disputes that impact cash collection
  • Upon receipt of service orders, gather the information necessary to prepare a work order and dispatch. 
  • Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.
  • Monitor and actively manage customer portals to ensure service order status, budget and estimated completion time are updated.
  • Utilize business systems, including Maintco Work Order system, customer portal management and work flow tools, to expedite the process of receiving, reviewing, responding, and completing service orders. 
  • Resolve customer complaints, which may include warranty, delivery, or quantity disputes, and in the most beneficial manner for Maintco. 

Skills Required:

  • A minimum of 1 to 3 years of professional experience of customer account management.
  • Awareness of the service level agreements pertaining to the services, priorities and customers for which the employee is responsible.
  • Ability to understand and follow specific instructions and procedures
  • Ability to gather data, to compile information, and prepare reports
  • Good/Strong/Excellence verbal and written communication skills 
  • Presentation skills
  • Ability to influence stakeholders
  • Excellent customer service orientation
  • Track record of building and maintaining customer/client relationships 
  • Well-organized, detail-oriented, and ability to multi-task
  • Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
  • Strong prioritization skills
  • Ability to visualize and plan objectives and goals strategically
  • Conflict management skills
  • Decision making skills 
  • Self-motivated, driven, high energy, and resilient. 
  • Proficient with speaking, reading, and writing in English. 
  • Proficient with speaking, reading, and writing in Spanish, a plus. 
  • Familiarity with customer service standards and processes
  • Ability to handle stress to operate under deadlines 

Education Required:

  • (Required): Bachelor's Degree with at least two years of customer account management or similar experience or High School Diploma/Higher Education Qualification with at least five years of relevant experience.                

Essential Physical/Mental Abilities Required: 

  • Position requires occasional travel to job locations. 
  • Normal vision or correction to 20/20 including color vision.  
  • Ability to work in an office setting, sit and stand for long periods of time
  • Drive a vehicle
  • Work on a computer
  • Talk on the telephone
  • Must possess a Valid Driver’s License with a clean record with less than two moving violations (No DUI or major infractions). 
  • Conform to company safety policies and procedures.

 

Maintco Corp. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, or veteran's status. We are proud to have a strong commitment to equal opportunity in the workforce and believe in treating people with dignity and providing equal employment and advancement opportunities for all.

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