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Location
Primary Function
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); --ck-color-selector-caption-background: hsl(0, 0%, 97%); --ck-color-selector-caption-text: hsl(0, 0%, 20%); font-family: Segoe UI; font-size: 11pt;"><p style="margin: 0;">The primary function of a customer service representative working for Pacific Rim Mechanical is to ensure a seamless and positive customer experience by coordinating and facilitating service requests, technician assignments, and effective communication between customers and the technician team. Their role is essential in maintaining customer satisfaction, overall efficiency of the service department and embracing the Customer for Life mindset.</p></div>
Typical Duties
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); --ck-color-selector-caption-background: hsl(0, 0%, 97%); --ck-color-selector-caption-text: hsl(0, 0%, 20%); font-family: Segoe UI; font-size: 11pt;"><ul style="margin-inline-end: 0px; margin-inline-start: 0px; padding-inline-start: 40px;"><li><p style="margin: 0;">Coordination & Dispatching: Customer Service Representatives are responsible for scheduling service calls, repairs, and maintenance for the service technicians. They coordinate the allocation of resources to meet client needs promptly and efficiently. CSRs act as the liaison between clients and field technicians. They ensure that the right technician with the appropriate skills and tools is assigned to each service call. This involves managing the logistics of jobs, considering technician availability, and prioritizing urgent service requests. </p></li><li><p style="margin: 0;">Work Order Creation & Review: Creation and maintenance of accurate records is crucial. CSRs document all relevant information related to service requests, client interactions, and technician assignments. CSRs review all technician paperwork daily and promptly for accuracy, following the Work Order Review Process & Pacific Rim’s Life of the Work Order standards.</p></li><li><p style="margin: 0;"> Client Interaction: Customer service representatives are in continuous interaction with Pacific Rim’s external clients. They maintain positive communications with all existing and potential clients to facilitate account growth and potential sales opportunities. They answer inquiries via phone & email to provide information, assist with scheduling maintenances, repairs, and handling any issues or concerns related to our services.</p></li><li><p style="margin: 0;"> Internal Relations: As a CSR you will cultivate and maintain positive working relationships with all Pacific Rim employees across all departments to facilitate growth and opportunity, while holding team members accountable for all committed team goals and responsibilities. </p></li><li><p style="margin: 0;">Technology Systems Knowledge: Ability to navigate multiple computer programs and platforms. Pacific Rim Mechanical’s Service Department is 100% paperless. Special Projects: As assigned by Customer Service Manager or Area Service Manager.</p></li></ul><p style="margin: 0;"> </p><ul style="margin-inline-end: 0px; margin-inline-start: 0px; padding-inline-start: 40px;"><li><p style="margin: 0;"> Additional Key Functions:</p></li></ul><p style="margin: 0;"> </p><p style="margin: 0;"> • Maintain an up-to-date schedule board. </p><p style="margin: 0;">• Know the technical abilities of your technician team. • Resolve scheduling issues and update clients accordingly.</p><p style="margin: 0;">• Follow-up on client issues personally when appropriate. </p><p style="margin: 0;">• Review and confirm client expectation for each service request. </p><p style="margin: 0;">• Keep detailed notes and updates for each open job assigned to your team.</p><p style="margin: 0;"> • Above average communication is required (written and verbal) with both internal and external clients.</p><p style="margin: 0;">• Don’t be afraid to make decisions in real time. • Know when to escalate problems to a manager. </p><p style="margin: 0;">• Understand maintenance contract obligations. </p><p style="margin: 0;">• Review, confirm & update client expectations for the life of their contract. </p><p style="margin: 0;">• Hold teammates accountable with regard to shared goals and team established guidelines.</p></div>
Skills, Knowledge, Qualifications, & Experience
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); --ck-color-selector-caption-background: hsl(0, 0%, 97%); --ck-color-selector-caption-text: hsl(0, 0%, 20%); font-family: Segoe UI; font-size: 11pt;"><div style="--ck-color-selector-caption-background:hsl(0, 0%, 97%);--ck-color-selector-caption-text:hsl(0, 0%, 20%);--ck-image-style-spacing:1.5em;--ck-inline-image-style-spacing:calc(var(--ck-image-style-spacing) / 2);font-family:Segoe UI;font-size:11pt;"><p style="margin: 0;">Experience requirements include:</p><ul style="margin-inline-end: 0px; margin-inline-start: 0px; padding-inline-start: 40px;"><li><p style="margin: 0;">2 years dispatch or equivalent work related experience.</p></li><li><p style="margin: 0;">Basic computer and typing skills, (MS Word Excel).</p></li><li><p style="margin: 0;">Office organization skills required.</p></li><li><p style="margin: 0;">Knowledge in Key 2 Act and CRM system is a plus.</p></li></ul><p style="margin: 0;">Must have high energy, be extremely organized, ability to multitask, attention to detail dependable, be a team player</p></div></div>
Salary Range
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$44,000-$65,000 Annually based on experience (FSLA Non-Exempt)
Benefits
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); --ck-color-selector-caption-background: hsl(0, 0%, 97%); --ck-color-selector-caption-text: hsl(0, 0%, 20%); font-family: Segoe UI; font-size: 11pt;"><div style="--ck-color-selector-caption-background:hsl(0, 0%, 97%);--ck-color-selector-caption-text:hsl(0, 0%, 20%);--ck-image-style-spacing:1.5em;--ck-inline-image-style-spacing:calc(var(--ck-image-style-spacing) / 2);font-family:Segoe UI;font-size:11pt;"><p style="margin: 0;">Full Benefits</p><p style="margin: 0;">Matching 401(k)</p><p style="margin: 0;">Paid Time Off</p><p style="margin: 0;">Paid Holidays</p><p style="margin: 0;"> </p><p style="margin: 0;">Equal Opportunity Employer</p></div></div>
About Pacific Rim Mechanical
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<div class="ck-content" data-wrapper="true" dir="ltr" style="--ck-image-style-spacing: 1.5em; --ck-inline-image-style-spacing: calc(var(--ck-image-style-spacing) / 2); --ck-color-selector-caption-background: hsl(0, 0%, 97%); --ck-color-selector-caption-text: hsl(0, 0%, 20%); font-family: Segoe UI; font-size: 11pt;"><div style="--ck-color-selector-caption-background:hsl(0, 0%, 97%);--ck-color-selector-caption-text:hsl(0, 0%, 20%);--ck-image-style-spacing:1.5em;--ck-inline-image-style-spacing:calc(var(--ck-image-style-spacing) / 2);font-family:Segoe UI;font-size:11pt;"><p style="margin: 0;">Pacific Rim Mechanical is the premier mechanical contractor in Southern California.<br>And we got there by strict adherence to one simple philosophy...</p><p style="margin: 0;">Always do the right thing.</p><p style="margin: 0;">Since our company inception in 1987, our core values haven’t changed. We still place the highest priority on honesty, integrity and respect for our customers and employees.</p></div></div>
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