A typical day starts with me being signed in to all my applications on my computer and ready to take calls before my start time. Let's not forget the stop at the coffee pot for my first cup of the day.
I start taking calls, and because our scope of work varies, there's no telling what type of call I may get. When a home sells in most counties in Washington, the seller is required to get a full inspection and pumping of their septic system. I must be knowledgeable in several county requirements for this process and be able to help educate the customer on those requirements in layman's terms along with answering all their questions. Accuracy is very important as this can be very costly to the customer and the company.
We also rent portable restrooms (Honey Buckets) for construction sites and special events (i.e. weddings, parties) along with renting construction site fencing and storage containers. I took calls from 5 states for that end of our business, so it was imperative I be familiar with all the different pieces of equipment each yard handled and knowledgeable on their pricing, as each state was different, including the sales tax laws.
I also handled billing calls such as disputes, inquiries, payments, etc...and if needed would submit requests for credits and or refunds to be issued.
All customer contact was handled in a friendly yet professional manner, making sure all my customers needs were met and to ensure that they were fully understanding of what was being taken care of for them. Sometimes the customers might be upset when calling in and it was my job to make them feel understood and that my main focus was to take care of their problem to their complete satisfaction. In some cases, though few, there were some people that would just not be satisfied, it does happen. Yet the way I handle those customers, they are satisfied with my attempt to resolve what I could. I do have excellent customer service skills if I do say so myself.
Throughout the day I would be scanning various documents to various types of accounts, such as copies of accounts payable checks scanned to vendor accounts, refund checks to customers accounts, engineering drawings to addresses we did septic install, repair or maintenance jobs at.
I also posted credit card payments to individual invoices on customer accounts