Customer Service Representative

Description

Primary Objective

• The Customer Service Representative serves as a key point of contact for JAM Services’ customers, providing timely, accurate, and professional support from initial inquiry through job completion. This role coordinates orders and scheduling with internal teams, resolves customer questions and concerns, and helps build lasting customer relationships. This role is well organized, communicates clearly, maintains a positive attitude, contributes positively in a team environment, and is comfortable working in a fast-paced industry with short timelines.

Duties and Responsibilities

Customer Communication & Support

• Serves as a primary point of contact for customers by phone, email, and in person, responding to inquiries promptly and professionally.
• Provides customers with accurate information about JAM’s products and services, including equipment, signage, and job site services.
• Resolves customer questions, concerns, and complaints, escalating complex issues to the appropriate manager or department.
• Follows up with customers to confirm satisfaction and maintain strong, long-term relationships.

Order Processing & Scheduling

• Prepares quotes and enters customer orders accurately in the company’s system.
• Coordinates with dispatch, the warehouse, and field crews to schedule deliveries, pickups, and job setups.
• Verifies job details, including site location, contact information, and any permit requirements, before work is scheduled.
• Communicates schedule changes, delays, and job status updates to customers in a timely manner.

Records & Documentation

• Maintains accurate customer records, order history, and communication logs.
• Prepares and processes job paperwork, including work orders, delivery tickets, and change orders.
• Assists with gathering documentation needed for billing, such as signed tickets and job completion records.

Administrative & Team Support

• Assists the billing and AR teams with customer account questions and invoice inquiries.
• Supports office and operations staff as needed during peak periods.
• Performs other administrative duties as assigned or requested.

Equal Employment Opportunity

JAM Services is an equal opportunity employer committed to creating an inclusive workplace where all employees are valued and respected.

Requirements

Required Skills and Abilities

• Clear, professional verbal and written communication skills with a customer-focused approach.
• Strong problem-solving skills; able to remain calm and courteous in challenging situations.
• High degree of accuracy and attention to detail in order entry and documentation.
• Proficient in Microsoft Office Suite and Google applications; able to learn company software systems quickly.
• Strong multi-tasker; able to manage competing priorities in a fast-paced environment with short timelines.
• Reliable in work and attendance; works well both independently and as part of a team.
• Bilingual (English/Spanish) a plus.

Education and Experience

• High school diploma or equivalent required.
• 1+ years of customer service experience required, preferably in construction, traffic control, equipment rental, or a related industry.
• Experience with order entry, scheduling, or dispatch a plus.

Physical Requirements

• Prolonged periods of sitting while working at a computer and on the phone.
• Must be able to lift up to 25 pounds.
• Frequent use of hands for keyboard operation, filing, and document handling.

Work Environment

• Office-based in Livermore, CA; standard business hours, with occasional extended hours to support customer and project needs.
• Fast-paced environment with short timelines and shifting priorities; works closely with operations, dispatch, and billing staff and interacts regularly with customers.