Customer Service Representative / Client Service Representative

Description About Us Central Business Systems, Inc. is one of the fastest-growing office equipment and technology companies in the region. We have been in business for over 80 years in Kentucky, Indiana, and West Virginia.

Job Description The Service Experience Coordinator is a customer-facing, dual-role position responsible for coordinating field service technician schedules and managing day-to-day warehouse and inventory activities. This position serves as a key operational hub — dispatching incoming service requests, keeping technicians supplied with the parts and equipment they need, and ensuring accurate inventory and shipping/receiving processes — all while delivering the responsive, attentive experience our customers expect at every touchpoint.

The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior dispatch, logistics, or warehouse experience is required, and experience with service ticketing systems is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.

Excellent customer service skills are essential — this role frequently interacts with customers, technicians, and vendors, and every interaction should reflect CBS's commitment to a positive customer experience.

Our Core Values Role At CBS, our Core Values guide how we work and who we hire. Every team member — including this role — is expected to demonstrate these values day to day:

• Integrity — Be reliable, honest, and committed; ensure accuracy in scheduling, logistics, and documentation, and own mistakes without shifting blame
• Customer-Centricity — Keep the customer at the center of every decision; respond to service needs and escalations with urgency and care
• Collaboration — Work closely with service, sales, and admin teams, communicate changes quickly, and prioritize what's best for the team and the client
• Accountability — Own the outcome from dispatch to delivery to resolution; follow up proactively until issues are fully resolved
• Innovation — Embrace new tools and processes, and look for better ways to improve dispatch, inventory, and warehouse operations

Key Responsibilities Service Dispatch & Coordination

• Answer incoming phone calls and emails; open, prioritize, and dispatch service tickets to field technicians in a professional and timely manner
• Serve as the primary point of contact for technicians in the field, coordinating schedules and routing based on location, priority, and skill set
• Accurately document service calls, technician status, and parts requests in internal systems
• Proactively communicate service status updates to customers and internal teams to ensure a positive experience
• Track technician arrival and completion times, and escalate delays or unresolved issues to the appropriate team

Warehouse & Inventory Support

• Receive, inspect, and stock incoming equipment, parts, and supplies
• Pull and prepare parts, toner, and equipment for technician pickup, delivery, or installation
• Maintain accurate inventory counts and assist with cycle counts and physical inventories
• Package and ship equipment, parts, and returns; process RMAs with vendors as needed
• Keep the warehouse organized, clean, and safe, following proper equipment handling procedures

Administrative & Technology Support

• Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
• Learn and adapt quickly to new systems, tools, and workflows, including dispatch/ticketing and inventory systems
• Embrace technology improvements and automation, including AI-driven tools and processes
• Identify opportunities to improve dispatch efficiency, parts availability, and warehouse operations

Requirements Required Qualifications

• 2+ years of experience in dispatch, logistics, warehouse operations, or customer service (phone and email support) preferred, not required.
• Excellent customer service skills, with a friendly, patient, and solution-oriented approach to every customer, technician, and vendor interaction
• Strong verbal and written communication skills
• High proficiency in Microsoft Excel and Microsoft 365 applications
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Ability to lift and move equipment and boxes (up to approximately 50 lbs) as needed
• Comfortable operating basic warehouse equipment (pallet jack, hand truck) — training provided
• Demonstrated alignment with CBS's Core Values: Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation

Preferred Qualifications

• Experience dispatching field service technicians or coordinating service schedules
• Experience in Managed IT Services, copiers/printers, or mailing systems
• Familiarity with ERP, PSA, or dispatch/ticketing systems (e.g., E-Automate, ConnectWise, or similar)
• Experience with inventory management, receiving, or shipping/logistics
• Comfort working cross-functionally with service, operations, sales, and technical teams

Core Competencies

• Customer-focused and service-oriented, with excellent customer service skills
• Detail-driven with strong follow-through
• Adaptable and open to change
• Comfortable learning and using new technologies, including AI-enabled tools
• Team-oriented with a collaborative mindset
• Embodies CBS's Core Values — Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation — in daily work