Paladin Technologies
National Client Services Representative
Paladin Technologies, Minneapolis, Minnesota, United States, 55400
1 week ago Be among the first 25 applicants
The Client Services Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Client Services Department, customers, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.
Specific Accountabilities Include, but not limited to: Service Work Order Management
Create, respond to, and manage service work orders within D365
Confirm that all service calls are created accurately according to work order instructions
Schedule technicians, order necessary parts, and prepare work orders for invoicing
Process subcontractor invoices and ensure all related documentation is complete
Ensure timely status updates for all service calls from “Unscheduled” to “Completed – Ready to Invoice.”
Update all tickets at least every 7 days or less
Manage and track return tickets for follow-up or completion
Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing
Respond to P2, P3, and P4 priority calls within two hours of receipt
Respond to P1 (high-priority) calls within one hour of receipt
Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes
For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility
Scheduling & Dispatching
Dispatch technicians with a full understanding of required travel time and estimated on-site service time
Optimize technician scheduling to ensure efficient service delivery
Communicate updates regarding return visits and part receipt status with technicians and branches
Escalate emergency service requests to branch leaders or dispatch technicians directly as needed
Follow up on all emergency service calls within one business day to ensure timely progress and completion
Client Communication & Support
Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations
Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365
Send ETA confirmations to technicians for both initial and return site visits
Issue completion emails once service tickets are finalized and closed
Internal Coordination
Coordinate with branches and operational leadership for service call creation and updates, as required by region
Support Client Service Administrators by addressing questions or quality concerns related to work orders
Procedural Compliance
Adhere to all departments, D365, and PTI procedures
Ensure consistent and timely updates of service call statuses throughout the service lifecycle
Client Coordination & Support:
Ensure service delivery expectations are met or exceeded across all client locations
Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution
General Accountabilities
Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction
Available to work outside of, or in addition to, normal businesses hours
Work in compliance with the Company’s policies and procedures including safety manual with safety of self and others in mind at all times
Maintain and protect assigned Company assets
Accurate written record keeping, submitted on time and complete, including but not limited to:
Required Qualifications
High School Diploma or GED
1 year of experience with general administrative duties in an office environment
Preferred Qualifications
1 year of experience in customer service
Basic accounting and accounts receivable knowledge
Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 1 year of experience
Demonstrated Professional Competencies
Excellent keyboarding skills
Ability to work in a high-volume atmosphere
Ability to solve practical problems and carry out responsibilities under minimal supervision
Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints
Excellent interpersonal skills including customer service skills
Ability to write simple correspondence and present information in one-on-one and small group situations
Ability to interact effectively at all levels and across diverse cultures
Ability to function as an effective team member
Ability to adapt as the external environment and organization evolves
Physical Demands
Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
Working Conditions
The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
Benefits Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company’s 401(k) plan. Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.
Salary Range: $20.00ph- $25.00ph DOE
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The Client Services Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Client Services Department, customers, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.
Specific Accountabilities Include, but not limited to: Service Work Order Management
Create, respond to, and manage service work orders within D365
Confirm that all service calls are created accurately according to work order instructions
Schedule technicians, order necessary parts, and prepare work orders for invoicing
Process subcontractor invoices and ensure all related documentation is complete
Ensure timely status updates for all service calls from “Unscheduled” to “Completed – Ready to Invoice.”
Update all tickets at least every 7 days or less
Manage and track return tickets for follow-up or completion
Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing
Respond to P2, P3, and P4 priority calls within two hours of receipt
Respond to P1 (high-priority) calls within one hour of receipt
Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes
For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility
Scheduling & Dispatching
Dispatch technicians with a full understanding of required travel time and estimated on-site service time
Optimize technician scheduling to ensure efficient service delivery
Communicate updates regarding return visits and part receipt status with technicians and branches
Escalate emergency service requests to branch leaders or dispatch technicians directly as needed
Follow up on all emergency service calls within one business day to ensure timely progress and completion
Client Communication & Support
Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations
Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365
Send ETA confirmations to technicians for both initial and return site visits
Issue completion emails once service tickets are finalized and closed
Internal Coordination
Coordinate with branches and operational leadership for service call creation and updates, as required by region
Support Client Service Administrators by addressing questions or quality concerns related to work orders
Procedural Compliance
Adhere to all departments, D365, and PTI procedures
Ensure consistent and timely updates of service call statuses throughout the service lifecycle
Client Coordination & Support:
Ensure service delivery expectations are met or exceeded across all client locations
Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution
General Accountabilities
Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction
Available to work outside of, or in addition to, normal businesses hours
Work in compliance with the Company’s policies and procedures including safety manual with safety of self and others in mind at all times
Maintain and protect assigned Company assets
Accurate written record keeping, submitted on time and complete, including but not limited to:
Required Qualifications
High School Diploma or GED
1 year of experience with general administrative duties in an office environment
Preferred Qualifications
1 year of experience in customer service
Basic accounting and accounts receivable knowledge
Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 1 year of experience
Demonstrated Professional Competencies
Excellent keyboarding skills
Ability to work in a high-volume atmosphere
Ability to solve practical problems and carry out responsibilities under minimal supervision
Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints
Excellent interpersonal skills including customer service skills
Ability to write simple correspondence and present information in one-on-one and small group situations
Ability to interact effectively at all levels and across diverse cultures
Ability to function as an effective team member
Ability to adapt as the external environment and organization evolves
Physical Demands
Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
Working Conditions
The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
Benefits Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company’s 401(k) plan. Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.
Salary Range: $20.00ph- $25.00ph DOE
Referrals increase your chances of interviewing at Paladin Technologies by 2x
Get notified about new Client Services Representative jobs in
Minneapolis, MN .
#J-18808-Ljbffr