Customer Service Representative

The Customer Service Representative is a dynamic, non-call center role focused on delivering a world-class customer experience in a fast-paced service environment. This position owns end-to-end (E2E) planning, scheduling, and customer communication for service events, ensuring contractual commitments are met while optimizing field resource utilization. The role requires critical thinking, problem-solving, and strong coordination with field and operations teams to manage changing priorities and time-sensitive workloads.
Responsibilities

• Own E2E planning and scheduling for allocation and deployment of field resources
• Manage customer communications E2E for all service events, including complex scheduling discussions
• Apply prioritization logic to align customer commitments with available capacity
• Deploy and coordinate field resources, acting as a key decision-maker in collaboration with field management
• Perform capacity planning to meet cyclical demand and service-level commitments
• Reprioritize activities using strong problem-solving and critical-thinking skills
• Ensure timely, accurate scheduling while reducing conflicts and delays
• Deliver a consistent, high-quality customer experience aligned with KPIs

• 2-5 years of experience in a customer-facing or customer relationship role within a fast-paced environment
• Strong customer service, communication, and interpersonal skills
• Proven ability to manage competing priorities and meet performance metrics
• Excellent organizational and time-management skills
• Proficiency with MS Office (Excel, Word, PowerPoint, Outlook)
• Ability to collaborate cross-functionally and influence outcomes
• Associate degree or equivalent experience required
• Experience with resource scheduling, capacity planning, or service operations preferred