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CSR NATIONAL ACCOUNTS-2 in Menomonee Falls, WI at ServiceMaster

Date Posted: 1/13/2020

Job Snapshot

Job Description

Position Overview

Provides service for National Account customers in a professional manner, ensuring contract compliance. Acts as a liaison between the customer, the branch, the sales representative and corporate functions. Maintains special and/or ancillary services for customers; researches and analyzes customer billing and/or account questions. Updates and/or trains customer service team and/or branch associates on new or changing customer requirements.

Job Responsibilities

  • Acts as a liaison between the customer, the branch, the sales representative and corporate functions (e.g. Accounting) via phone, email and other electronic systems regarding various types of the business unit National Accounts.
  • Maintains special and/or ancillary services via company and/or customer websites to include scanning and uploading graphs and business proposals.
  • Updates work order via customer web portals (e.g. opening/closing work orders, providing status updates on work orders)
  • Receives telephone calls or emails which are basic and routine in nature to handle work orders placed by National Accounts customers.
  • Uses computerized system for inputting and tracking work order and ensures customers receive service through processing orders and coordinating issues with the Customer Account Managers.
  • Handles customer calls/correspondence for customer scheduling and inquires and records all customer information and call history information.

Job Requirements

  • High School Diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.
  • 6 months of clerical or customer service experience.
  • Experience resolving escalated customer service issues strongly preferred
  • Customer service orientation and conflict resolution skills
  • Problem solving and decision making skills
  • Oral and written communication skills (to include typing)
  • Ability to influence leaders and peers
  • Knowledge of the business unit brand products and services
  • Attention to detail
  • Organizational skills
  • Ability to work independently and meet goals
  • Teamwork skills
  • Ability to effectively multi-task
  • Ability to adapt, learn and perform work in a fast-paced environment
  • Computer skills with Microsoft (Word, Excel, Outlook) - Intermediate skills at minimum with Excel
  • Must be proficient with customer service portals

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.