General Info
Job Type: Full-Time
Minimum Years of Experience Required: 6 months
Minimum Years of Education Required: Some College Course work
Salary Range: $12.50/hr
Overtime Available
Specialty: commercial, Industrial
Must be Authorized to Work in the US

Company Info

First Service Networks is a customer driven and employee focused company because we believe our corporate success lies in the success of both our customers and our employees. We are the leading provider of service maintenance to commercial sites throughout North America. First Service Networks along with a partnership with service contractors repairs and maintains its customers commercial sites. First Service Networks serves as the administrative relief to our customers by completely taking care of their maintenance issues within their commercial sites.

The mission of First Service Networks is to operate a Web-based interactive network linking our customers headquarters, the individual locations, service contractors and our manned service centers in order to generate faster responses, better service work, and timely, accurate administrative and financial reporting. Our customers receive the full benefits of cutting-edge technology, as well as access to individuals who will help the customer in every way possible - 24 hours a day, 7 days a week, 365 days a year. First Service Networks is made up of dedicated employees that have one thing in mind and that is satisfying the customer.

First Service Networks

Position Description

Position title: Customer Service Representative

Location: Chicago, IL

Position Overview:  Responsible for the full cycle of service request for the internal service contracting division of the company.

 Primary Responsibilities

• Receive and dispatch service calls
• Communicate with Technicians via phone, fax, computer, and hand held device
• Schedule service calls and Planned Maintenance or consult with Service Manager before declining a call
• Maintain SLA’s with technicians and timely update myFSN with ETA
• Escalate exceptions to Service Managers and keep them informed of progress or problems
• Monitor Status Board and take action relative to items such as missed ETA’s, no ETA’s, Time in, Time out required, etc
• Manage all aspects of the Technician’s day; identify exceptions and  work closely with the Service Manager to resolve (update status board with leave (vacation, sick, etc), maintain and update workload, resolve scheduling conflicts)
• Manage not to exceed (NTE) limits as necessary through the service center to ensure timely repair, productivity, and properly funded service call
• Receive work orders and other technician documents for distribution
• Process invoices using Siebel system
• System and manual audits for all Service Contractor invoices
• Daily reporting of workstation input and output         
• Ensure timely and accurate billings of technician work
• Work with FSN Service Centers to resolve ongoing customer service billing issues
• Manage technician time sheet entry for costing and payroll purposes
• Monitor and reconcile technician related expenses, including but not limited to FedEx, AMEX, fleet maintenance
• Cross train to maintain strong territory support as needed
• Other duties as assigned

Job Requirements:

• Minimum 6 months of experience dispatching, billing and customer service via telephone
• Occasional mandatory overtime will be required during the week and on weekends during each month, especially at month end
• Highly motivated, self starter and goal oriented individual
• Exceptional communication and organizational skills
• Ability to multi task in a fast paced environment
• Strong Microsoft Excel and Word experience
• HVAC/R, electrical, plumbing, coffee equipment technical experience a plus

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Retirement Benefit
• Disability Insurance
• One week of accrued vacation
• Six days floating holidays
• Six company paid holidays
• Five days sick pay