Customer Service Representative / Work Order Coordinator in Canonsburg, Pennsylvania at CentiMark Corporation

CentiMark Corporation is seeking an organized, proactive, and customer-focused Customer Service Representative to manage the day-to-day work order flow for our high-value accounts enrolled in our Preferred Customer Service Program. This is an in-office role in Canonsburg, PA (SouthPointe).

In this role, you will serve as the primary operational point of contact for key accounts, ensuring that incoming service requests and emergency repairs are processed, scheduled, and resolved efficiently. You will act as the bridge between our preferred clients, field operations, and internal account managers to deliver seamless service experience.

Key Responsibilities

• Work Order Intake & Dispatch: Monitor incoming work orders from Preferred Customers via phone, email, and customer portals (e.g., Corrigo, ServiceChannel, internal software).
• Scheduling & Coordination: Assign and work to schedule field technicians based on urgency, scope, and customer priority request.
• Customer Communication: Provide proactive updates on service status, arrival windows, delays, and work order resolution to maintain account satisfaction.
• Vendor & Field Follow-Up: Track work orders in real-time to ensure technicians complete jobs on schedule, submit accurate notes, and upload required documentation/photos.
• Billing & Administrative Support: Ensure work orders are updated with precise completion details and properly prepared for invoicing and reporting.
• Escalation Handling: Identify potential project blockers or customer complaints early and collaborate with National Account Managers (NAMs) to resolve issues swiftly.

Qualifications & Requirements

• Communication: Exceptional written and verbal communication skills with a clear, professional demeanor.
• Problem-Solving: Strong critical thinking skills with the ability to prioritize urgent service requests in a fast-paced environment.
• Attention to Detail: High accuracy in data entry, record-keeping, and tracking job progress across multiple client accounts.

Compensation & Benefits

• Base Salary: $42,000 – $45,000 annually (commensurate with experience)
• Health & Wellness: Medical, Dental, and Vision insurance
• Financial Security: 401(k) retirement plan with company match
• Time Off: Paid Time Off (PTO), sick leave, and paid company holidays
• Career Growth: Opportunities for professional development and advancement within account management and operations