Aki

Customer Service Agent

Handled high-volume inbound and outbound customer calls, providing professional support for service requests, scheduling needs, questions, and concerns.. Created and updated service tickets with accurate customer information, work order details, service notes, appointments, and follow-up requirements.. Coordinated customer appointments and communicated scheduling information between customers, supervisors, and field technicians.. Tracked active service calls, technician routes, work orders, and daily workloads to help keep field operations organized and efficient.. Researched customer concerns, resolved issues when possible, and escalated complex or time-sensitive matters to supervisors.. Performed accurate data entry and maintained detailed records of customer interactions, service requests, and operational updates.. Assisted supervisors with tracking outstanding requests, technician activity, customer issues, and follow-up items.. Managed multiple priorities during high-volume periods while maintaining accuracy, professionalism, and attention to detail.. Used Microsoft Outlook, Microsoft Teams, email, telephone systems, and computer-based service tools for daily communication and coordination.. Worked independently in a hybrid environment while maintaining reliable communication, organization, responsiveness, and productivity.