Customer Service Specialist

  • Job Tracking ID: 512649-616895
  • Job Location: Tacoma, WA
  • Job Level: Mid Career (2+ years)
  • Level of Education: 2 year degree
  • Job Type: Full-Time/Regular
  • Date Updated: April 16, 2018
  • Years of Experience: Any
  • Starting Date: ASAP



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Job Description:

Summary:

 

This position works under general supervision of the Service Manager to support administrative duties for the Service Department. This position performs a variety of administrative functions including but not limited to being the first point of contact with internal and external customers, processing and administration of Service and Facilities reporting, handling correspondence, and carrying out other office duties.

 

Job Duties and Functions:

  • Customer Service and Administrative functions to ensure effective communications with management, callers, customers and staff.

  • Answers company phones and direct callers with answers or to the appropriate parties.

  • Expedites and ensures accuracy with all administrative correspondence.

  • Maintains staff calendars to include work schedule, meetings and travel arrangements.

  • Transcribes notes and dictation including meeting notes.

  • Assists in coordination of applicable site visits and scheduling needed pickup and delivery of associated documents / items.

  • Performs general data entry.

  • Analyzes and responds efficiently with internal and external customers regarding the status of multiple documents and projects.

  • Prepares documentation, for the management and/or Executive staff as requested.

  • Maintains files, tracks logs, reports, spreadsheets and special projects.

  • Performs administrative duties as needed to complete projects.

  • Works in partnership with a diverse employment environment.

  • Interacts effectively with internal and external customers.

  • Maintains confidentiality at all times.

  • Creates Service Work Orders, Quotes, Purchase Orders, and Invoicing.

  • Provides initial customer contact to assess client alarm monitoring needs for their facility or service call as applicable;

  • Managing new and existing alarm monitoring accounts as needed for service, maintenance, installation or repair;

  • Provides quality assurance expertise for all alarm monitoring installations;

  • Schedules regular contact with sustaining service accounts to assure customer satisfaction as necessary;

  • Maintains knowledge of the status on all alarm monitoring service contracts as well as expediting service and installation in a timely manner;

  • Ensures compliance with all State and Federal regulations as applicable to service, installation, maintenance of alarm monitoring systems;

  • Manages emergency situations and report all progress and concerns to the Fire Alarm Program Manager and/or Owners;

  • Communicate effectively to Fire Alarm Program Manager, Owners, EFS staff and customers all updates to ensure unified service expectations;

  • Performs all other duties as assigned and related to your qualifications as assigned by management team of the company within your scope of work.

 

 

Experience and Skills:

Required Experience:

 

  • Must have proven experience resolving matters and problem solving;
  • Must be able to prove consistent professional growth;
  • Must effectively represent Evergreen Fire and Security in a professional and inviting manner to ensure customer service and satisfaction;
  • Proven ability to expedite projects and service calls in an organized manner;
  • Proven ability to prioritize emergency assignments and/or deadlines as needed to ensure timely completion of service and compliance with customer timelines and Evergreen requirements;
  • Must be detailed and flexible within Evergreen standards with our diverse client culture;
  • Must have a strong commitment to provide exceptional customer service to Evergreen staff, sub-contractors, customer base and potential customer base;
  • Ensure company service goals are addressed and updated as needed;
  • A demonstrated capability of good oral and written communication skills and/or relevant experience;

 

Preferred Experience:

  • Have understanding of accounting functions as it relates to the Service Department.

Work Environment:

  • This job operates in the office. This role routinely uses office tools, office supplies, computers, and phones. It may also routinely operate a vehicle.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel:

  • This position requires up to 10% travel.

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform other related duties as assigned by a supervisor.

 

I have read and understand the above job description and understand the position expectations. Prior to my first work day, I have had an opportunity to discuss this job description with the Supervisor or an authorized representative. I further understand I will not be required to sign this document unless I am offered employment and sign an EFS employment agreement. I acknowledge that no oral statement from any manager or representative on the behalf of Evergreen Fire and Security has the effect of changing or amending a job description, expressed or implied, and I have the right to contact an authorized representative for additional job description interpretation.

We agree to post in conspicuous places available to employees and applicants for employment, notices to be provided by the contracting officer setting forth the provisions of this nondiscrimination clause.

Job Benefits:

Benefits:

Benefits for Tomorrow:

    • Paid Vacation time (Accrual begins on date of hire; eligibility effective following 90 days of active employment)
    • 7 Paid Holidays
    • Life, Accident Death and Dismemberment, and Disability Insurance
    • Critical Illness Insurance
    • Legal Plans
    • Identity Theft Protection
    • Accident Insurance
    • Medical Flexible Spending Accounts
    • Dependent Care Flexible Spending Account

401K Benefits

    • Evergreen Fire and Security will make Safe Habor matching contributions in the amount of 100% of the first 3% and 50% of the next 2% of participant contributions. You will be 100% vested in the Safe Harbor contribution.

Health and Welfare Benefits

    • Group Health Plan
    • Dental Benefit
    • Vision Benefit
    • Long and Short Term Disability

Other

Employee Assistance Program (EAP)*

    • Coverages for Employee such as Financial Planning Counseling, Supervisor Assistance, and much more.
    • Benefits Advocates
    • Dedicated staff of advocates to help with everything from coverage, to billing, to prescription medication.

Evergreen Fire and Security Corporate Perks, such as saving money on computers, restaurants, cell phones, and much more just by being an employee.