Commercial Service Customer Service Representative

Position Summary

The Commercial Service Customer Service Representative is responsible for providing professional, responsive support to commercial service customers, property managers, contractors, and internal service teams. This position coordinates customer requests, schedules service calls, communicates project updates, and helps ensure that service work is completed accurately, efficiently, and to the customer’s satisfaction.

Key Responsibilities

• Serve as the primary point of contact for commercial customers regarding service requests, questions, scheduling, and follow-up.
• Receive, document, prioritize, and coordinate service calls and work orders.
• Schedule technicians, subcontractors, inspections, and other service activities.
• Communicate appointment times, project updates, delays, and completion information to customers.
• Maintain accurate customer, project, work-order, and service records.
• Prepare and process estimates, proposals, purchase orders, invoices, and related documentation as needed.
• Coordinate with project managers, field technicians, estimators, accounting, and management to resolve customer needs.
• Monitor open service requests and follow up to ensure timely completion.
• Address customer concerns professionally and escalate complex issues when necessary.
• Track materials, labor, service status, and other information needed for accurate job documentation.
• Assist with warranty requests, callbacks, punch-list items, and post-service follow-up.
• Maintain a professional and customer-focused relationship with commercial accounts.
• Follow company safety, quality, communication, and administrative procedures.

• High school diploma or equivalent required.
• Previous customer service, construction, facilities, property management, or service-industry experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Ability to manage multiple service requests and priorities simultaneously.
• Comfortable communicating with customers, contractors, technicians, and management.
• Proficient with Microsoft Office and general computer applications; experience with construction or service-management software is a plus.
• Strong attention to detail and accurate data-entry skills.
• Ability to remain professional and solution-oriented when handling difficult customer situations.  
• Knowledge of commercial service, building maintenance, or contractor operations.
• Experience with work orders, scheduling, estimates, invoicing, and purchase orders.
• Familiarity with construction terminology and service processes.
• Strong problem-solving and follow-through skills.
• Ability to work independently while collaborating effectively with a team.