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Customer Service Representative

Company: Marmic Fire Safety
Location: Joplin
Posted on: June 8, 2021

Job Description:

Summary:

The Marmic CSR is responsible for the coordination, oversight and processing of Fire Protection service orders in support of National Account Customers and their locations. A Marmic Customer Service Representative will be the single point of contact for an assigned customer from Marmic's large and prominent portfolio of accounts, ensuring all program requirements and contractual obligations are met, while providing a high level of customer service and sense of urgency for all of their Fire Protection and associated building safety needs.

Duties include:

  • Lead communication with National Account customers
  • Provide a high level of customer service and responsiveness to customers at all levels
  • Manage and resolve any and all customer emergencies, including interactions with Fire Marshals and/or the AHJ
  • Ensure proper paperwork and documentation is provided for each service order and subsequently to customer's or AHJs where applicable and when requested
  • Maintain professional quality relationships with Branch and Affiliate Partners at all times.
  • Manage all overdue services of all types to resolution
  • Creation and dispatch of service orders to execute work
  • Work with Marmic Branches or Partner Affiliates to execute work to customer satisfaction
  • Management and oversight of Marmic software portal for each customer
  • Management and oversight of any customer specific software portals
  • Meet or exceed all customer service metric's (KPI's or SLA's)
  • Support Marmic Branches and Partner Affiliates to set them up for success
  • Ensure jobs are audited, pre-billed and generally prepared for post job processing
  • Issue and receive POs as required and assigned to Marmic Partner Affiliates

Research any payment discrepancies and communicate with National Account holder and Branch to get a resolution promptly

  • Ensure successful closing as each month completes by way of complete and accurate job progression and processing
  • Maintain customer scopes of work and job/customer specific pricing as assigned
  • Other duties and projects as designated

Qualifications:

  • Must have strong work ethic
  • Must be well organized and a self-starter
  • Detail oriented, professional attitude and reliable
  • Proficient in Excel, Google Sheets, Microsoft Word, and Google Docs
  • Possess strong problem-solving skills
  • Ability to communicate professionally and effectively with employees and customers verbally and in writing
  • Ability to develop strong working relationship with customers and Branch Managers
  • Ability to speak and write English. Fluent in Spanish preferred.
  • Ability to work in a fast-paced and high-volume environment with emphasis on accuracy and timeliness
  • Ability to interact professionally in high stress situations
  • Able to shift focus from proactive to reactive activity on a daily basis
  • Excellent negotiation skills
  • Capability of thriving in a team environment where there are interdependencies with coworkers that are striving towards a common goal each day
  • Driven by results

Requirements:

High School Diploma or equivalent required, undergrad in business management or similar fields encouraged. Must pass pre-employment background and substance abuse screening upon hire and throughout employment.

Keywords: Marmic Fire Safety, Joplin , Customer Service Representative, Other , Joplin, Missouri

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