Customer Service Representative
Accentuate Staffing is hiring on behalf of a leading Commercial HVAC Services Company. We are seeking a proactive and detail-oriented Business Systems Specialist to join this collaborative team in Raleigh, NC. This role is ideal for a strong B2B customer service professional with a background in operations, systems, or support within a service-based or technical environment.
In this role, you’ll serve as a critical link between operations, customer service, and leadership—supporting system users, improving business processes, and helping ensure top-notch customer service delivery.
Responsibilities:
System Support & Help Desk
- Act as the first point of contact for system-related questions and issues from internal users
- Troubleshoot invoicing issues, user errors, and information requests related to our operating systems
Training & Onboarding
- Assist with developing training programs for new team members, especially Service Coordinators
- Create and maintain clear, effective training materials and standard courses in collaboration with the Business Systems Manager
Process & Documentation
- Support continuous improvement efforts by analyzing workflows and documenting SOPs
- Update SOPs as needed and ensure alignment with current operations
- Partner with leadership to ensure processes are being followed and optimized
Customer Service Operations
- Serve as a reliable back-up to our Customer Service team during peak times or absences
- Dispatch service technicians, generate purchase orders, and create service invoices as needed
- Support scheduling for maintenance and emergency repairs
Implementation & Reporting
- Collaborate on testing and rolling out new products, tools, and procedures
- Help define and fulfill reporting and data analysis needs for leadership
Data Entry & Systems Maintenance
- Enter technician data and maintain accurate system records
- Support cross-functional teams including Accounting, Service Technicians, Managers, and GMs
Requirements:
- 2-year degree in Business OR 5+ years of related experience in a customer service, operational support, or systems-focused role
- Familiarity with B2B service environments, ideally in HVAC, facilities, or commercial services
- Key2Act/Great Plains experience is highly desirable
- Proficiency in Microsoft Excel, Word, and basic reporting tools; Visio is a plus
- Strong organizational skills and ability to work across departments
