Premier Services Representative

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A1 Garage Door Service

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

👥 B2C

🛍️ eCommerce

🛒 Retail

B2C • eCommerce • Retail

A1 Garage Door Service is a leading provider of garage door solutions, specializing in installation, repair, and maintenance services. With a commitment to excellence and customer satisfaction, they offer 24/7 emergency repair services as well as a wide range of garage doors and openers from top brands. Operating in over 15 states across the U. S. , A1 Garage Door Service is known for its highly trained technicians and their dedication to providing swift, reliable service for both residential and commercial customers.

📋 Description

• Serve as the primary point of contact for Premier Services customers, providing timely communication and white-glove customer service. • Handle inbound customer calls, warm transfers from the Call Center, booking requests, emergencies, and escalations, ensuring issues are resolved promptly and professionally. • Manage customer follow-up requests generated through ServiceTitan Task Management when live transfer support is unavailable. • Maintain accurate customer records, contacts, billing instructions, service requirements, and account preferences within company systems, including correcting information as needed. • Build and maintain strong relationships with property managers, contractors, builders, HOAs, commercial customers, and other business partners. • Proactively communicate with customers regarding job status, estimates, approvals, invoicing, and outstanding requests. • Book and coordinate Premier Services jobs, including service requests, recalls, warranty calls, installations, and tune-ups, ensuring requests are accurately created, documented, and assigned. • Manage emergency, priority, and time-sensitive service requests while balancing customer expectations and operational capacity. • Monitor active jobs throughout the service lifecycle and provide customers with timely status updates. • Communicate customer-specific requirements to technicians, including NTE limits, purchase order requirements, site instructions, and communication expectations. • Coordinate estimates, change orders, customer authorizations, and required follow-up activities. • Review and validate Premier Services jobs created after hours or by other departments to ensure customer records, job details, billing requirements, and service information are accurate prior to invoicing. • Partner with Operations and field teams to resolve service issues and deliver a positive customer experience. • Audit job records prior to invoicing to ensure customer information, billing instructions, approvals, photos, and supporting documentation are complete and accurate. • Correct invoice details to meet customer-specific billing guidelines and submission requirements. • Submit invoices through customer portals, direct-bill processes, and other approved billing platforms. • Partner with Accounting to resolve billing discrepancies, payment delays, and customer invoicing questions. • Assist with accounts receivable follow-up and outstanding invoice resolution as requested. • Upload invoices, work orders, estimates, and required documentation to customer vendor portals. • Maintain portal activity and ensure required submissions are completed accurately and on time. • Monitor customer-specific portal requirements and communicate any changes that may impact operations or billing. • Escalate portal registration, compliance, access, or technical issues to the Premier Services Supervisor. • Partner with Operations, Call Center, Dispatch, Install Coordination, Accounting, ServiceTitan Administration, and field personnel to support customer needs and service delivery. • Provide guidance to internal teams regarding Premier Services customer requirements and expectations. • Assist with the development, maintenance, and improvement of Premier Services procedures, workflows, and documentation. • Identify opportunities to improve customer experience, operational efficiency, billing accuracy, and department performance. • Participate in special projects and department initiatives as assigned.

🎯 Requirements

• 2+ years of experience in customer service, account management, scheduling, operations support, or administrative coordination. • Strong oral & written communication, and relationship-building skills. • Excellent organizational and time management abilities. • Ability to manage multiple priorities across multiple communication channels in a fast-paced environment. • Strong attention to detail and follow-through. • Proficiency with Microsoft Office, including Outlook, Excel, and Teams.

🏖️ Benefits

• Medical, dental, vision, 401K • Paid Time Off • Weekly Pay • Internal Promotion opportunities • Company swag