• 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.
