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Hired by Matrix, Inc. Customer Service Agent in Capitol Heights, Maryland

Customer Service Agent

Job Type:Contract

Job Location:Capitol Heights


Job Description:

Job Summary

  • Under general supervision from the Branch Operations Manager, the Customer Service Agent will coordinate customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads.

  • Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations.

  • Analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost effective manner.


  • Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.

  • Communicates the action plan and services to be provided directly to the customer.

  • Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.

  • Upon completion, reconciles all service requests daily.

  • Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.

  • Assists with creation of L&M quotations.

  • Develops and maintains viable long-term relationships with customers and subcontractors.

  • Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.

  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.

  • Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.

  • Facilitates administration of warranty claims.


  • Associate’s degree preferred, high school diploma or equivalent required, plus a minimum of two years of service industry experience with service operations dispatching and / or scheduling.

  • Must demonstrate the ability to follow direction and work independently while demonstrating solid organizational skills and attention to detail.

  • Must have strong interpersonal skills to effectively communicate with both internal and external clients with a positive attitude.

  • Able to prioritize work activities based upon financial impact to desired business goals.

  • Able to positively represent the Company and communicate with others at varying levels.

  • Able to influence diverse teams to accomplish tasks/goals.

  • Able to use Service Management software and financial accounting systems.

Please submit your resume for consideration. Once submitted, feel free to contact Krishnan at201-285-8705for additional information.

Approx. Duration: 7 months

About Hired By Matrix

Hired by Matrix, Inc. founded in 1986, is a certified Woman-Owned Business Enterprise (WBE) dedicated to providing the highest quality of job opportunities to our candidates and staffing services to our clients. We are a full service staffing firm with experience recruiting and delivering for IT, Accounting & Finance, Administrative & Clerical, Clinical & Scientific, and Marketing disciplines. Our long history in the staffing industry and dedication to excellence are the key differentiators that have fueled our success for over 30 years.

Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days and a 401k option after one year.Equal Opportunity EmployerWBENC CertifiedWOSB Certified*CEO Sharon Olzerowicz serves on the WBENC Board and is a long-standing member of the Forum Governing Group.

We work hard to match our candidates with the right career opportunities. Let us find you a#MatrixMatchso you can reach your career goals!

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