Customer Service Associate

$37,440 - $45,760/Yr

Performance Systems Integration - Portland, OR

Full-time - Entry Level

Portland, OR

Specialty Trade Contractors

About the position

The Customer Service Associate at Performance Systems Integration LLC is responsible for providing front-line customer support via phone, addressing scheduling inquiries, managing customer complaints, and collaborating with various departments to ensure a high-quality customer experience. This role requires effective communication and organizational skills to handle customer interactions and administrative tasks efficiently.

Responsibilities

• Answer all incoming phone calls and route to the appropriate parties.
• Answer basic customer questions regarding currently scheduled appointments by looking up jobs in the Field Service Management software.
• Diffuse customer complaints and escalate to the manager when appropriate.
• Create jobs in our Field Service Management software for non-emergency customer service requests and notify the Scheduling Admin.
• Escalate emergency and high-value customer calls to managers or Scheduling Admins with a live transfer.
• Escalate changes to customer information in accordance with established PSI protocols.
• Assist Scheduling Administrators, Compliance Administration, and other departments as necessary.
• Perform miscellaneous local office duties such as office supply ordering and mail collection.
• Greet customers and other visitors to the office and assist, if applicable.
• Complete basic administrative tasks and related special projects as assigned.

Requirements

• Minimum of a High School Diploma or GED.
• Associate or bachelor's degree preferred.
• Minimum of 1 year administrative and/or customer service experience.
• Knowledge of Fire Alarm, Sprinkler or Suppression systems preferred, but not required.
• Advanced computer and software skills, such as Microsoft, CRM, ERP, and work order management systems.
• Demonstrates excellent customer service and professional etiquette.

Nice-to-haves

• Knowledge of Fire Alarm, Sprinkler or Suppression systems (or other related industries) preferred.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• Employee discount
• Flexible schedule