Champion Service Representative

Champion Service Representative (Finance)

Position Title: CSR (Champion Service Representative)

Reports to: Service Manager

Category: Full Time Exempt

Pay type: Salary

ACA profile: 32+

Department: Operations

• Responding, documenting, coordinating, and continuously following up externally and internally to all requests.
• Researching is a mandatory daily function of the position; research must be done on each task to ensure all information possible is obtained.
• Coordinating and maintaining a daily task/project list for all departments, carefully and precisely communicating and ensuring all activities are recorded with the most current accurate information, reviewed prior to entering or distributing.
• Documenting all requests and work orders, continuously monitoring the progress of current projects, and collaborating with the service team members to monitor status of pending and active work.
• Handling internal/external requests or concerns quickly and professionally to maintain positive and sustainable relationships both internally and externally.
• Performing administrative tasks such as coordination and scheduling of meetings (internal/external), inter-company communications, event support, etc.
• Maintaining an efficient service department.
• Reporting any noticeable data trends in client requests to collaborate with the Management Team.
• Self‑auditing work, identifying opportunities for improvement to ensure the company's high standards, efficiency, and productivity goals are met.
• Maintaining strong professional relationships with clients and internal staff.
• Maintaining strong knowledge of all Champion service lines.
• Maintaining a strong working knowledge of Champion systems, internal and external processes to best support service requests.
• Receiving management communications and requests and making sure all requests are addressed in a timely and satisfactory manner.
• Reporting any Service Manager to ensure effective communication to staff and follow‑up is conducted with the management team.
• Dispatching emergency‑based calls in accordance with policy and procedure.
• Maintaining an accurate account, client, and contact information in the database.
• Ability to access information quickly, search for information, inventory and other tools necessary to coordinate client requests.

• Attending all required training, ops meetings and other required meetings as necessary.
• Participating in company initiatives.
• Striving to maintain a safe and compliant working environment.
• Maintaining a positive, professional demeanor towards co‑workers and professional partners.
• Professionally representing the organization as a brand ambassador.
• Adhering to all policies and procedures of the organization.
• Defining, developing and executing a personal growth and professional development plan.
• Performing other duties as assigned.

• Minimum of two years' service industry experience.
• Strong attention to detail.
• Ability to explain moderately complex information clearly to enhance customer and associate understanding.
• Excellent interpersonal, communication, decision‑making, and facilitation skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Ability to perform daily duties successfully with limited direct supervision and under pressure in a complex and changing environment.
• Ability to multitask and prioritize.
• Demonstrated expertise with MS Office products including MS Teams.

• Viable Performance Products.
• Ensuring all service requests and work order tickets are accurate and up to date.
• Minimum of twice daily, open and review all service requests, leads, opportunities and work orders to identify if additional information can be added and what additional information is still needed.
• Constant communication, following up with the requestor and documenting all activities to ensure most current information; all requests should have a follow‑up day after completion. All open jobs should have documented consistent follow‑up on their progress status to client.
• Timely reporting of work order changes or information to ensure accurate billing and payroll cycle.
• All electronic correspondences have receipt acknowledgements within 30 minutes of receiving during reasonable working hours and that we continue to follow up with client on the progress request.
• All correspondences with accounts, clients or events pertaining to are properly documented in the system.

Standing (under 3/4), walking (under 1/2), using hands to finger, handle or feel (over 3/4), reach with hands and arms (under 1/2), climb and balance (under 1/4), stoop, kneel (under 1/4), talk or hear (over 3/4), taste or smell (under 1/3), lift up to 10 pounds (under 1/2), up to 25 pounds (under 1/4), up to 50 pounds (under 1/8).