The Customer Support Representative ensures that Onsite Safety is the most trusted provider of safety solutions in their region by meeting and/or exceeding our customer's and team member’s needs. The Customer Support Representatives primary objective is providing prompt, quality, reliable, customer service and scheduling accuracy. Their goal is to dispatch jobs in a timely and efficient manner. The Customer Support Representative demonstrates Onsite Safety’s mission, vision and core values at every level of work performance.

Operations

• Receive, respond to, and resolve all incoming customer scheduling requests with service excellence.
• Communicate directly with customers via email.
• Communicate directly with customers via inbound and outbound phone calls.
• Provide great customer service in response to service needs between customers and our field team in a timely manner.
• Process internal purchase orders with accuracy.

Culture

• Employ a safety driven mindset between internal and external communications.
• Any and all other duties assigned.

Sales

• Utilize knowledge of company products and/or services to connect with customers and generate sales.

Work Environment and Time Requirements

The Customer Support Representative works in an office environment and works a standard 40-hour work week.

Minimum Qualifications

• High school diploma or equivalent.

Preferred Qualifications

• 2+ years of customer support experience.
• Proficient in document and spreadsheet software, field service management software, and supply chain management software; 55+ WPM.
• Ability to professionally convey information in a time-sensitive manner.

Key Result Areas (KRAs)

• Documentation
• Customer Service
• Scheduling
• Data Entry
• Communication

Key Performance Indicators (KPIs)

• Customer Satisfaction
• Average Response Time
• Jobs Scheduled per Hour
• Reportable Health & Safety Incidents