National Customer Services Representative II

The National Customer Services Representative II is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the National Customer Services Department, clients, and colleagues. This individual will be responsible for supporting actions such as dispatching technicians, ordering parts, communicating with stakeholders, and verification of work completed.

Responsibilities:

• Create, respond to, and manage service work orders within D365
• Confirm that all service calls are created accurately according to work order instructions
• Schedule technicians, order necessary parts, and prepare work orders for invoicing
• Process subcontractor invoices and ensure all related documentation is complete
• Ensure timely status updates for all service calls from “Unscheduled” to “Completed – Ready to Invoice.”
• Update all tickets at least every 7 days or less
• Manage and track return tickets for follow-up or completion
• Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing
• Respond to P2, P3, and P4 priority calls within two hours of receipt
• Respond to P1 (high-priority) calls within one hour of receipt
• Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes
• For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility
• Dispatch technicians with a full understanding of required travel time and estimated on-site service time
• Optimize technician scheduling to ensure efficient service delivery
• Communicate updates regarding return visits and part receipt status with technicians and branches
• Escalate emergency service requests to branch leaders or dispatch technicians directly as needed
• Follow up on all emergency service calls within one business day to ensure timely progress and completion
• Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations
• Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365
• Send ETA confirmations to technicians for both initial and return site visits
• Issue completion emails once service tickets are finalized and closed
• Coordinate with branches and operational leadership for service call creation and updates, as required by region
• Support Client Service Administrators by addressing questions or quality concerns related to work orders
• Adhere to all departments, D365, and company procedures
• Ensure consistent and timely updates of service call statuses throughout the service lifecycle
• Support of D365 issues and enhancement (Key User) testing
• Serve as the primary point of contact for assigned national client(s)
• Support Client Onboarding
• Build and maintain strong relationships through consistent, high-quality service and communication
• Support and participate in client meetings in collaboration with the National Customer Services Department
• Serve as a Escalation point
• Work with Team leaders and management to assemble SLA reporting and Insite
• Ensure service delivery expectations are met or exceeded across all client locations
• Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution
• Manage service and reporting responsibilities for multiple national clients as assigned
  
  

PROFESSIONAL COMPETENCIES:

• Excellent keyboarding skills
• Ability to work in a high volume atmosphere
• Ability to solve practical problems and carry out responsibilities under minimal supervision
• Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints
• Excellent interpersonal skills including customer service skills
• Ability to write simple correspondence and present information in one-on-one and small group situations
• Ability to interact effectively at all levels and across diverse cultures
• Ability to function as an effective team member
• Ability to adapt as the external environment and organization evolves
  
  

REQUIRED QUALIFICATIONS:

• High School Diploma or GED
• 2 year of experience with general administrative duties in an office environment
• 2 year of customer service
  
  

PREFERRED QUALIFICATIONS:

• 2 year of experience in customer service
• Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 2 year of experience
• Knowledge and experience with Microsoft Dynamics D365
• Associates or Bachelor degree
  
  

PHYSICAL DEMANDS:

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
  
  

WORKING CONDITIONS:

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
  
  

Pay: $27.00ph - $42.00ph (DOE)

Company Info;

Backed by more than a century of Bosch innovation, Bosch Building Technologies North America is driven by a simple belief: buildings should protect, inspire, and empower the people inside them. We partner with organizations to create smart, connected environments that feel safer, work smarter, and support a more sustainable future. With decades of regional experience and teams rooted in communities across North America, we bring together integrated security, fire detection, building automation, and energy solutions, all delivered by people who genuinely care. Our experts are committed to excellence, guided by digital innovation, and passionate about creating experiences that make every building feel like it’s working for you.

In 2026, Robert Bosch unified its global building technology integrator operations under the name of Bosch Building Technologies. As part of this transition, Paladin Technologies and Climatec combined their branch networks, creating a product-agnostic systems integrator focus on delivering flexible, future-ready solutions, offering customers an expanded, cross-domain service portfolio working as one cohesive team to deliver greater value under a stronger Bosch identity.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Equal Opportunity Employer, including disability & veterans, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 1-855-296-3199 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.

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