Customer Service Representative

Joulé is a leader in delivering outsourced services and workforce solutions across North America, and they are seeking a Customer Service Representative. The role involves acting as a liaison for service contract-related items, resolving service and repair issues, and collaborating with various teams to ensure accurate processing of service contracts.

Responsibilities:

• Act as a liaison for all Service Contract related items between customers, Sales Reps, Finance, and Service Product Manager
• Investigate and resolve Service and Repair issues including pricing, billing, contract termination, and renewals
• Work with Sales Representatives and Customers to review and enter new Service Contract orders to ensure proper coverage is applied
• Coordinate with Finance to ensure correct billings are applied and update coverage due to contract changes
• Support and research overdue invoices collection efforts
• Collaborate with Repair Team to ensure system indicates contract status or pricing agreement terms with clear start and end dates
• Work with cross-divisional teams to process multi-division deals accurately
• Run ProCare specific territory reports and analyze past service contracts for historical data and cost analysis
• Train Sales Reps, Customers, and colleagues on service coverage details
• Contribute to the development and efficiency of the service contract process

Requirements:

• Minimum of 2+ years related experience or equivalent
• Proficient in Microsoft Office applications
• Excellent written and oral communication skills
• Basic understanding of repair department processes, duties, and tasks
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow effectively
• Versatility, flexibility, and enthusiasm to work within changing priorities
• Ability to work independently and collaboratively within teams
• Proven ability to handle multiple projects and meet deadlines
• Strong interpersonal skills and ability to communicate effectively with individuals at all organizational levels
• Ability to understand safety requirements and cautions
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Experience with SAP and Salesforce preferred