TEKsystems
Customer Service Representative - Field Service
TEKsystems, Grand Rapids, Michigan, us, 49528
Customer Service Representative - Field Service
Join to apply for the
Customer Service Representative - Field Service
role at
TEKsystems . Remote position – must sit in the vicinity of Grand Rapids in case the candidate is requested to return to the office. Hours are Monday – Friday, 8:30 am–5:30 pm (NO OT). Training hours may be 8:30–5 or 8–4:30 depending on trainer availability. Responsibilities
Work with service technicians and customers to coordinate furniture warranty service. Take inbound calls and make outbound calls. Provide exceptional customer service to internal and/or external customers, including field technicians and business partners. Provide standard information, complete forms, determine status of claims and cases based on plan guidelines, and meet or exceed department metrics for productivity and quality. Assist consumers by providing highest level of customer service; remain professional and polite at all times. Perform primary dispatching and administrative duties related to scheduling requests for service to technicians. Create, dispatch, and process work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interpret and follow up on technician reports. Develop strong relationships with technicians and business partners. Apply departmental policies and procedures to resolve complex situations. Source and onboard new and potential technicians; provide candid feedback and coaching to the technician workforce. Act as an account owner and business partner to technicians; identify group opportunities; negotiate as needed. Perform as a liaison for business‑to‑business accounts; provide timely responses and complete tasks within established service‑level agreements; identify potential growth opportunities; onboard new accounts. Respond to standard questions and concerns from customers; follow up with appropriate documentation on the nature and status of claim and/or case; complete a variety of forms and documents based on guidelines, customer responses and operational procedures; inform customer of results and close out claims/cases as appropriate. Aid internal and external customers during claim and general call center process; forward call and relevant information to other team members, departments or supervisors as required. Perform other duties as assigned. Qualifications and Skills
Must have: At least 6+ months of call center experience (inbound or outbound). Experience with data entry or order processing (20–30 % of the job). Good computer skills. Ability to navigate multiple systems at once and multitask. Great verbal and written communication skills. Ability to work independently and remotely. Ability to hardwire a modem to the phone provided by Guardsman and a high‑speed internet connection. Nice to have: Any type of logistics, dispatching or claims experience. Associate degree. Experience Level
Entry Level. Job Type & Location
Contract to Hire position based out of Grand Rapids, MI (hybrid). Remote work is available but candidate must reside within Grand Rapids area. Compensation
The pay range for this position is $14.00–$14.00 per hour. Benefits (temporary role)
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline
This position is anticipated to close on December 31, 2025. EEO Statement
TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Join to apply for the
Customer Service Representative - Field Service
role at
TEKsystems . Remote position – must sit in the vicinity of Grand Rapids in case the candidate is requested to return to the office. Hours are Monday – Friday, 8:30 am–5:30 pm (NO OT). Training hours may be 8:30–5 or 8–4:30 depending on trainer availability. Responsibilities
Work with service technicians and customers to coordinate furniture warranty service. Take inbound calls and make outbound calls. Provide exceptional customer service to internal and/or external customers, including field technicians and business partners. Provide standard information, complete forms, determine status of claims and cases based on plan guidelines, and meet or exceed department metrics for productivity and quality. Assist consumers by providing highest level of customer service; remain professional and polite at all times. Perform primary dispatching and administrative duties related to scheduling requests for service to technicians. Create, dispatch, and process work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interpret and follow up on technician reports. Develop strong relationships with technicians and business partners. Apply departmental policies and procedures to resolve complex situations. Source and onboard new and potential technicians; provide candid feedback and coaching to the technician workforce. Act as an account owner and business partner to technicians; identify group opportunities; negotiate as needed. Perform as a liaison for business‑to‑business accounts; provide timely responses and complete tasks within established service‑level agreements; identify potential growth opportunities; onboard new accounts. Respond to standard questions and concerns from customers; follow up with appropriate documentation on the nature and status of claim and/or case; complete a variety of forms and documents based on guidelines, customer responses and operational procedures; inform customer of results and close out claims/cases as appropriate. Aid internal and external customers during claim and general call center process; forward call and relevant information to other team members, departments or supervisors as required. Perform other duties as assigned. Qualifications and Skills
Must have: At least 6+ months of call center experience (inbound or outbound). Experience with data entry or order processing (20–30 % of the job). Good computer skills. Ability to navigate multiple systems at once and multitask. Great verbal and written communication skills. Ability to work independently and remotely. Ability to hardwire a modem to the phone provided by Guardsman and a high‑speed internet connection. Nice to have: Any type of logistics, dispatching or claims experience. Associate degree. Experience Level
Entry Level. Job Type & Location
Contract to Hire position based out of Grand Rapids, MI (hybrid). Remote work is available but candidate must reside within Grand Rapids area. Compensation
The pay range for this position is $14.00–$14.00 per hour. Benefits (temporary role)
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline
This position is anticipated to close on December 31, 2025. EEO Statement
TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr