Customer Service Rep

Job Description

Job Description

Customer Service Rep

Location: Red Diamond | Moody, AL
Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Join Red Diamond’s service support team and help keep our customers’ coffee equipment running smoothly. In this role, you’ll perform administrative duties for the Equipment and Service Department by supporting Wholesale Market Managers, Coffee Service, and the AFH customer base.

You will field calls for equipment service, track work order progress, and send out communication updates to all interested parties. Handle all customer calls and emails related to equipment and service install/repair. Enter work order requests for nights, weekend and holiday work orders on the next business day.

If you are organized, proactive, and enjoy solving problems while supporting both customers and internal teams, this is a great opportunity to grow with a company that values reliability and teamwork.

What You’ll Do:

• Field calls from customers during normal business hours for equipment-related service. Perform triage to troubleshoot issues and resolve equipment problems over the phone whenever possible, avoiding costly service calls.
• For calls requiring repair, enter work orders in the field service system, recording the specific asset and technical diagnosis of the problem.
• Provide feedback to the service manager on the quality of work performed by various service agents in an effort to help weed out underperforming vendors.
• Provide timely and frequent updates to sales and customers on any delays in servicing work orders.
• Meticulously track installations through each step of the process and communicate work order status to sales when delays occur.
• Anticipate possible issues and intercede to proactively manage resolution after problems arise.
• Act as a “persistent squeaky wheel” by calling service agents to obtain updates and gently persuade them to speed up the process as quickly as possible.
• Monitor the status of all work orders to ensure timely completion.
• Assist customers in resolving concerns related to work orders, including late or overdue work orders, “not to exceed” requests, or second visits required due to availability of parts.
• Enter work orders for equipment needing repair, installation, pickups, or parts orders.
• Enter installation work orders from approved POAs into the Microsoft Field Service application and advise sales of any equipment availability issues.
• Perform other duties as assigned.

What We’re Looking For:

• High school diploma or GED equivalent
• Experience in a customer service environment (required)
• Excellent follow-up skills
• Superior organizational skills
• Excellent verbal and written communication skills
• Strong attention to detail and clerical accuracy
• Knowledge of general office procedures
• Strong customer service skills, including professional telephone etiquette
• Basic math and reading ability
• Strong computer skills
• Ability to manage multiple tasks simultaneously and meet deadlines

Why You’ll Love Working Here:

• Named one of Birmingham’s Best Places to Work ( Birmingham Business Journal, 2025)
• Competitive pay with room to grow
• Supportive team environment where your work matters
• Great benefits and a company that invests in your success