Customer Service Representative 1

Job Title: Service Account Representative Job Description The Service Account Representative provides effective, high-quality customer service to both internal and external customers by leveraging strong knowledge of company products and services. This role focuses on matching and receiving purchase orders from vendors, billing accounts receivable customers, preparing service invoices, and supporting dispatch operations. The position requires consistent communication with service technicians and customer contacts, accurate maintenance of customer records, and diligent follow-up on billing and account issues in a fast-paced, team-oriented environment. Responsibilities

- Match purchase orders from vendors to corresponding records and ensure accurate receipt and processing.
- Prepare and process billing for accounts receivable customers, including service invoices and related documentation.
- Assist with dispatching calls to technicians, ensuring accurate and timely communication of service requests.
- Answer incoming phone calls, take detailed messages on service calls, and dispatch information to appropriate team members.
- Provide effective customer service to internal and external customers using in-depth knowledge of company products and services.
- Communicate regularly with store managers, maintenance personnel, and other customer personnel as needed to support service activities.
- Apply customer-specific Rules of Engagement (ROEs) to process work orders, prepare service repair quotes, and update online systems based on parameters supplied by Service Managers and relationship holders.
- Ensure that ROEs are clearly understood, communicated, and executed by the fulfillment team, including Area Service Managers, Project Administrators, Technicians, and other stakeholders.
- Coordinate and communicate fulfillment activities with Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
- Maintain accurate and up-to-date customer records using internal and customer-based automated systems.
- Prepare service repair quotes in accordance with customer-specific ROEs and internal standards.
- Review and approve service work orders in collaboration with Service Managers and key relationship holders, ensuring compliance with ROEs and internal standards.
- Provide estimated time of arrival (ETAs), fulfillment updates, and problem resolution to both the internal team and customers as needed.
- Monitor customer account details for non-payment and support the corporate credit department in resolving disputed, rejected, or past-due invoices and receivables.
- Manage multiple, competing priorities and tasks in a fast-paced environment while maintaining high attention to detail.
- Meet both short-term and long-term deadlines for billing, documentation, and customer follow-up.
- Perform additional responsibilities and tasks as assigned to support the service and billing operations.

Essential Skills

- Proven billing experience, particularly in accounts receivable and service invoice preparation.
- Strong proficiency with Microsoft Excel, including intermediate to advanced skills for data entry, tracking, and reporting.
- Intermediate to advanced proficiency in the Microsoft Office Suite, including Word, Excel, and Outlook.
- Strong verbal and written communication skills, with the ability to interact professionally with customers, technicians, and internal teams.
- Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Ability to work effectively in a diverse team environment and collaborate with various stakeholders.
- High attention to detail and accuracy in processing work orders, quotes, invoices, and customer records.
- Ability to work successfully in a fast-paced environment with competing priorities.
- Flexibility to work outside normal working hours and on weekends when required to support business needs.
- High school diploma required.

Additional Skills & Qualifications

- Associates degree preferred.
- Experience working with automated customer and internal systems for record keeping and work order management.
- Experience in service operations, dispatch, or customer service in a technical or field service environment is beneficial.
- Comfort with applying customer-specific business rules and procedures (Rules of Engagement) to daily work.
- Ability to collaborate with service managers, account managers, technicians, and project administrators to resolve issues and improve processes.
- Experience supporting credit or collections teams with disputed or past-due invoices is a plus.

Work Environment This is an in-office role in a fast-paced service and billing environment, working closely with a team of approximately 10 colleagues. Standard work hours are typically 8:00 a.m. to 5:00 p.m., with a schedule of approximately 32 to 40 hours per week. The role requires flexibility to work outside normal working hours and on weekends when business needs arise. You will use Microsoft Office tools, particularly Excel, as well as internal and customer-based automated systems to manage work orders, quotes, and customer records. The environment emphasizes teamwork, clear communication, and meeting deadlines while handling multiple priorities.
Job Type & Location
This is a Contract position based out of Grand Rapids, MI.
Pay and Benefits
The pay range for this position is $18.00 - $18.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

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)
Job Type & Location
This is a Contract position based out of Grand Rapids, MI.
Application Deadline
This position is anticipated to close on Oct 26, 2026.
Workplace Type
This is a fully onsite position in Grand Rapids,MI.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company 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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.