Field Services Associate I

The Role

Location and Schedule

• Remote (Work From Home)
• 10-hour shifts, 4 days per week or 8-hour shifts, 5 days per week
• Monday through Friday
• Participation in weekend and holiday on-call rotations as required

The Main Responsibilities

• Serve as a primary point of contact for customers by responding to inquiries, service requests, and escalations through phone, email, and ticketing systems.
• Deliver exceptional customer service by actively listening, communicating clearly, and ensuring customers receive timely updates throughout the resolution process.
• Coordinate service requests between customers, field technicians, vendors, carriers, and internal support teams to facilitate timely and effective issue resolution.
• Create, update, monitor, and close service tickets while maintaining accurate documentation and detailed records.
• Take ownership of customer issues from initial intake through final resolution, ensuring all actions are tracked, communicated, and completed within established service objectives.