Technical Customer Service Representative

Aston Carter • Allentown, PA • 20h ago

Job Title: Technical Customer Service Representative (Part Time)

Job Description

We are seeking a dedicated Technical Customer Service Representative to manage a high volume of customer service and scheduling tasks. This role involves triaging and scheduling residential, generator, and some commercial service calls. The position requires handling approximately 40 calls per day, providing basic troubleshooting guidance, coordinating technician dispatching, and managing schedules using Excel and an Access generator database. Outbound calls for generator maintenance reminders are a regular part of this role. Candidates with knowledge of the electrical industry, such as former electricians seeking an office-based position, are encouraged to apply.

Responsibilities

Field inbound calls for residential, generator, and commercial services, capturing issue details, setting expectations, and routing appropriately.

Provide basic troubleshooting over the phone to help customers describe symptoms and prioritize dispatch.

Own the schedule by building, adjusting, and publishing daily technician assignments using Excel; coordinate changes and communicate updates.

Maintain the generator database in Access, logging maintenance cycles, warranty information, and contact histories.

Run outbound call campaigns for generator maintenance reminders and overdue follow-ups.

Document thoroughly in the ERP system, with training provided on Sage 100.

Partner cross-functionally with field electricians, service leads, and invoicing/costing staff to ensure seamless handoffs.

Track and report daily KPIs including call volume, schedule adherence, first contact resolution, customer satisfaction, and data accuracy.

Essential Skills

Proven ability to handle high-volume calls (40 calls/day) with customer service and scheduling ownership in a trades/field service environment.

Familiarity with the electrical industry to triage common residential/generator issues and translate technician notes for customers.

Proficiency in Excel for building and adjusting daily schedules, using filters, and applying simple formulas.

Aptitude for ERP systems and data accuracy; willingness to learn Sage 100 quickly with provided training.

Clear and calm communication under pressure, with a confident phone presence and strong written documentation skills.

Reliable early start availability (7 AM) and consistent follow-through on callbacks and reminders.

Detail-oriented with the ability to juggle priorities and keep technicians on schedule.

Additional Skills & Qualifications

Experience as a former electrician or generator technician transitioning to an office role.

Prior experience with service dispatch, generator maintenance programs, and Sage 100 or similar ERP.

Experience coordinating residential and generator service across multiple crews.

Work Environment

The position is part-time, onsite from 7:00 AM to 12 PM, Monday through Friday. The role is within the Service Operations department, reporting to the Service Manager or General Manager. The dress code is business casual.

Job Type & Location

This is a Contract to Hire position based out of Allentown, PA.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr.

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)

Workplace Type

This is a fully onsite position in Allentown,PA.

Application Deadline

This position is anticipated to close on Dec 15, 2025.

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® double diamond 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 astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.

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