National Client Services Representative

The Client Services Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Client Services Department, customers, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.

• Create, respond to, and manage service work orders within D365.
• Confirm that all service calls are created accurately according to work order instructions.
• Schedule technicians, order necessary parts, and prepare work orders for invoicing.
• Process subcontractor invoices and ensure all related documentation is complete.
• Ensure timely status updates for all service calls from “Unscheduled” to “Completed – Ready to Invoice.”
• Update all tickets at least every 7 days or less.
• Manage and track return tickets for follow-up or completion.
• Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing.
• Respond to P2, P3, and P4 priority calls within two hours of receipt.
• Respond to P1 (high-priority) calls within one hour of receipt.
• Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes.
• For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility.

• Dispatch technicians with a full understanding of required travel time and estimated on-site service time.
• Optimize technician scheduling to ensure efficient service delivery.
• Communicate updates regarding return visits and part receipt status with technicians and branches.
• Emergency & Follow-Up Handling
• Escalate emergency service requests to branch leaders or dispatch technicians directly as needed.
• Follow up on all emergency service calls within one business day to ensure timely progress and completion.

• Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations.
• Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365.
• Send ETA confirmations to technicians for both initial and return site visits.
• Issue completion emails once service tickets are finalized and closed.
• Internal Coordination
• Coordinate with branches and operational leadership for service call creation and updates, as required by region.
• Support Client Service Administrators by addressing questions or quality concerns related to work orders.

• Adhere to all departments, D365, and PTI procedures.
• Ensure consistent and timely updates of service call statuses throughout the service lifecycle.
• Client Coordination & Support:
• Ensure service delivery expectations are met or exceeded across all client locations.
• Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution.

• Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction
• Available to work outside of, or in addition to, normal businesses hours.
• Work in compliance with the Company’s policies and procedures including safety manual with safety of self and others in mind at all times.
• Maintain and protect assigned Company assets.
• Accurate written record keeping, submitted on time and complete, including but not limited to:

• High School Diploma or GED
• 1 year of experience with general administrative duties in an office environment

• 1 year of experience in customer service
• Basic accounting and accounts receivable knowledge
• Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 1 year of experience

• Excellent keyboarding skills.
• Ability to work in a high-volume atmosphere
• Ability to solve practical problems and carry out responsibilities under minimal supervision.
• Abi…