Customer Service Representative

Accentuate Staffing is hiring on behalf of a leading Commercial HVAC Services Company.

We are seeking a proactive and detail-oriented Business Systems Specialist to join this collaborative team in Raleigh, NC. This role is ideal for a strong B2B customer service professional with a background in operations, systems, or support within a service-based or technical  this role, you’ll serve as a critical link between operations, customer service, and leadership—supporting system users, improving business processes, and helping ensure top-notch customer service delivery.

Responsibilities:

System Support & Help Desk

• Act as the first point of contact for system-related questions and issues from internal users
• Troubleshoot invoicing issues, user errors, and information requests related to our operating systems

Training & Onboarding

• Assist with developing training programs for new team members, especially Service Coordinators
• Create and maintain clear, effective training materials and standard courses in collaboration with the Business Systems Manager

Process & Documentation

• Support continuous improvement efforts by analyzing workflows and documenting SOPs
• Update SOPs as needed and ensure alignment with current operations
• Partner with leadership to ensure processes are being followed and optimized

Customer Service Operations

• Serve as a reliable back-up to our Customer Service team during peak times or absences
• Dispatch service technicians, generate purchase orders, and create service invoices as needed
• Support scheduling for maintenance and emergency repairs

Implementation & Reporting

• Collaborate on testing and rolling out new products, tools, and procedures
• Help define and fulfill reporting and data analysis needs for leadership

Data Entry & Systems Maintenance

• Enter technician data and maintain accurate system records
• Support cross-functional teams including Accounting, Service Technicians, Managers, and GMs

Requirements:

• 2-year degree in Business OR 5+ years of related experience in a customer service, operational support, or systems-focused role
• Familiarity with B2B service environments, ideally in HVAC, facilities, or commercial services
• Key2
  
  Act/Great Plains experience is highly desirable
• Proficiency in Microsoft Excel, Word, and basic reporting tools;
  Visio is a plus
• Strong organizational skills and ability to work across departments