Customer Accounts Representative - CoolSys

With over 150 years of experience, and headquartered in Southern CA, CoolSys is the market-leading indoor environment solutions company. Our full spectrum of best-in-class services includes HVAC & refrigeration installations, remodels, service & maintenance; and energy solutions, including controls and lighting. CoolSys serves customers in the retail, commercial, food service, educational, healthcare, and industrial markets.

WHY JOIN US
We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay
• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• 401(K) match
• Life insurance, AD&D and long-term disability
• Tuition reimbursement
• Opportunities available nationwide
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more
• Pet Insurance
• Legal Plan, and ID Theft Protection

JOB SUMMARY

Customer Account Representative is responsible for processing and completion of open service calls of assigned customers/accounts using third party online systems in a prompt, accurate, and professional manner and following customers’ requirements and company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensures customer service and quality of work, meet customer requirements and company standards.
• Ensures accurate and timely data entry of service calls from opening till completion.
• Manages open service calls progress and “after-the-fact” quotes to ensure completion rate in the system at 90% or over, there should be not more than 10% of calls rejected or disputed.
• Escalates any customer/account issues, problems and exceptions to the Customer Account Manager.
• Submits quotes and communicates service calls progress with customers in accordance with contract requirements.
• Carries out all responsibilities in an honest, ethical and professional manner.
• Manages PM’s for account representation.
• Maintain 3rd party portals.
• Use Salesforce to find new customers.
• Performs other duties as assigned. Add and manage new customers.
• Monitor Service Channel notes to make sure they are being responded to timely.
• Resolve rejected quotes in 3rd party portals.
• Resolve rejected invoices in 3rd party portals.
• Renew PM agreements and HBBs
• Create new PM Agreements (survey equipment if local). Account rep will present the PM Agreement to the customer.
• Facilitate weekly sales meeting.
• Review and send to customer PM follow up and small customers quotes (schools, restaurants)
• Review billing approval. Move any questionable invoices into the account manager’s billing bucket.
• Invoice certain strategic large application customers.

JOB REQUIREMENTS

Project/Business Management:

• High school diploma, GED, or completion of business/office vocational training. AA degree is a plus.
• 2+ years of data entry and/or office based customer service experience preferred.
• Ability to be punctual and dependable.
• Ability to manage multiple service calls, set and balance competing priorities with good organizational skills and ability to multi task.
• Ability to solve problems and apply good judgement.
• Excellent verbal/nonverbal and written communication skills.
• Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers and colleagues.
• Ability to use typical business tools including MS Word, MS Excel, Outlook, online databases, etc.
• Ability to understand and follow customers’ contract, score cards, etc.
• Ability to work constructively in a team environment and follow instructions from superiors.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

This job operates in a clean, well-lit and climate controlled professional office environment with minimal physical hazards and noise. This role routinely uses standard office equipment such as computers, phones, printers, etc.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, and use hands and fingers to operate office equipment. The employee is occasionally required to reach, stoop and kneel. 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 and color vision.

Today, there are 26 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

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Coolsys is an EEO/AA Employer.  All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply.  

Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. Coolsys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.