Senior Customer Service Rep
Customer Service
Montvale, New Jersey
- Added - February-13-2026
Contract/Temp
Our client, a major consumer electronics company, seeks a Senior Customer Service Rep. for a 6 month temp/contract assignment. Full time hours (M-F) and work from home on Fridays (hybrid)..The individual is responsible for managing customer requests, coordinating service activities, and ensuring timely service ticket creation and dispatch to servicing customers. The Representative handles scheduling, communicates directly with branches, and maintains detailed records of service calls from initiation through completion.
RESPONSIBILITIES:
- Receive, prioritize, and dispatch service requests to servicing branches
- Track technician progress and provide updates to customers as needed.
- Communicate job details, special instructions, and service requirements clearly and promptly
- Maintain accurate records of dispatch times, service notes, ETAs, and completion logs.
- Coordinate follow-up visits, parts needs, or additional support when jobs require multiple steps.
- Ensure all dispatch decisions meet service-level commitments and response-time standards.
- Answer inbound customer calls related to service requests, scheduling, or status updates.
- Create and update service orders within SAP CRM
- Handle customer concerns with professionalism, escalating only when necessary.
- Provide clear communication regarding appointment windows, technician arrival times, and service expectations.
- Serve as the central point of communication between customers, field teams, and internal departments.
SPECIFICATIONS:
Hours: 9:00 am - 5:00 pm
Hourly Pay Rate: $30/hr range
- Working knowledge of SAP or Oracle/Salesforce like CRM module desired
- Working knowledge of Microsoft Office, including Outlook, Excel, and Word
- Analytical and problem-solving skills.
- Excellent interpersonal, verbal and written communication skills.
Hours: 9:00 am - 5:00 pm
Hourly Pay Rate: $30/hr range