Job Details

Job Description

Everstaff is seeking a Customer Service Specialist to be responsible for delivering high-quality customer service while managing ongoing customer relationships and operational workflows. The location of this role is in Bedford Heights, OH.

This role will be involved in customer support functions, including work order management, customer reporting, and proactive follow-up to ensure all requests remain current and in good standing. This role also serves as a first point of escalation for technicians, providing technical support coordination and assisting with pricing discussions.

Pay: $24-$25/hr

Schedule: 2nd Shift - 3pm-12am

Training during daytime hours

Onsite in Bedford Heights, OH.

Direct Hire Opportunity!

Standard Benefits package

Essential Functions

• Manage a daily workload of approximately 42-60 follow-up items, including quote follow-up, work order completion, and issue resolution
• Prepare and deliver customer quotes and change orders in a timely and accurate manner
• Handle inbound and outbound customer phone calls while maintaining required availability standards
• Meet or exceed all established performance metrics and departmental standards
• Maintain a monthly Hours Earned calculation of 95% or greater
• Maintain daily phone availability of at least 82%
• Log into the phone system and GP with agent ID within five minutes of shift start and log out no more than five minutes before shift end
• Log out of GP prior to punching out at the end of each shift
• Dispatch at least 95% of assigned orders within customer SLA requirements or within eight hours, whichever occurs first
• Maintain a Quality Assurance score of 95% or higher each month
• Manage labor margins, ensuring no more than five daily service tickets fall below a 15% labor margin
• Achieve labor margin rates above company targets for all non-warranty and non-RMA work orders
• Set up completed work orders for invoicing and ensure readiness for billing
• Maintain no more than ten service tickets per week exceeding 14 days in "complete but not ready to invoice" status
• Adhere to the established Work Order completion process
• Update third-party systems and customer-facing websites as required
• Ensure scheduling data aligns between customer commitments and system response dates
• Demonstrate strong understanding of system dates to support both internal and external customers, meeting or exceeding weekly service audit standards
• Utilize all systems and software in accordance with standard operating procedures
• Assist with field service issue resolution and technician support
• Follow RMA creation and resolution processes accurately
• Provide clear, accurate customer reporting and proactive communication
• Maintain effective communication and partnerships with subcontractors
• Respond to customer emails and inquiries within 24 hours
• Participate in on-call and weekend rotations as required
• Perform additional related duties as assigned

Minimum Qualifications

• Associate's degree or an equivalent combination of education and relevant experience
• Minimum of three years of experience in a similar customer support or service coordination role
• Valid U.S. driver's license preferred

Knowledge, Skills, and Abilities

• Ability to read, understand, and follow safety rules, operating instructions, and procedural documentation
• Strong written communication skills, including the ability to prepare routine reports and correspondence
• Effective verbal communication skills, including the ability to interact professionally with customers and internal teams
• Strong mathematical aptitude, including the ability to calculate rates, ratios, percentages, and interpret basic data and charts
• Demonstrated problem-solving skills and ability to apply common-sense reasoning in standardized situations
• Proficiency with word processing, spreadsheet, database, email, and internet-based software
• Experience working with contact management and customer tracking systems

If you feel you have the above qualifications, please apply!

All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.
EverStaff is an equal opportunity employer (M/F/D/V/SO/GI)