Business Services Representative

Field Representative I, Service Support

POSITION PROFILE

Primary Objective / Scope

The Service Support Representative (SSR) supports BIS Account Managers through the pickup and delivery of work to client locations. This role assesses each project for deadlines, pricing, and client expectations while ensuring a high level of customer satisfaction.

The SSR completes the administrative sales process, including obtaining customer signatures for invoiced work and maintaining accurate delivery and job documentation.

Job Duties and Responsibilities

• Delivers messages, documents, packages, and other materials to business locations, BIS facilities, and residential addresses as directed.
• Travels to delivery locations by automobile, public transportation, or on foot as required.
• Performs pickups and deliveries by accurately following directions, maps, and written instructions.
• Meets customer deadlines by following established delivery procedures and ensuring jobs are delivered accurately, safely, and according to customer specifications.
• Prevents delivery errors by maintaining a safe, clean, and organized work environment.
• Maintains logs of items picked up and delivered.
• Obtains receipts, signed invoices, and other proof of delivery or payment documentation.
• Completes all delivery documentation and reporting requirements accurately, legibly, and in a timely manner.
• Creates job tickets and accurately documents customer requests and delivery instructions.
• May accept and transport new work from customers during delivery visits.
• Reviews completed work for accuracy and compliance with customer requirements prior to delivery.
• Conducts hands-on job reviews with customers upon delivery to ensure satisfaction.
• Troubleshoots service issues and communicates concerns promptly to management.
• Operates company vehicles in compliance with all company policies and state regulations.
• Maintains vehicle readiness by monitoring fuel levels, fluids, and overall condition.
• Presents a professional appearance and represents the company positively while interacting with customers.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications) Required Qualifications

• High school diploma or GED required; equivalent work experience may be considered.
• Valid state driver's license and driving record that meets company standards.
• Previous experience working in a team environment.

Preferred Qualifications

• Experience supporting inside sales or outside sales operations.
• Customer service, delivery, logistics, or courier experience preferred.

Knowledge, Skills, and Abilities

• Proficiency with electronic communication devices and mobile technology.
• Ability to interpret and execute written and verbal job instructions.
• Strong verbal and written communication skills.
• Ability to maintain flexibility with scheduling and workload demands.
• Basic computer skills, including Microsoft Office applications.
• Strong customer service and relationship-building skills.
• Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Strong attention to detail and organizational skills.

Working Conditions, Mental and Physical Demands

• Primarily works in an office and field-service environment with normal lighting, ventilation, temperature, and noise levels.
• Occasional exposure to unpleasant working conditions, including dirt, grease, odors, weather conditions, temperature changes, and noise.
• Limited overnight travel may be required.
• Work assignments are varied and may require independent judgment and problem-solving.
• Requires the ability to review, understand, and communicate a variety of information and instructions.
• Frequent workload fluctuations and deadline requirements may create routine pressure.
• Requires regular physical activity, including lifting, carrying, and moving materials weighing up to 50 pounds.
• Requires sufficient manual dexterity for delivery activities, paperwork completion, and technology usage.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.