Armock Mechanical Contractors is family owned and operated and has been in business for over 40 years. As West Michigan's leading mechanical and design build company, we are seeking a detail-oriented and enthusiastic Customer Service Representative to join our team. We offer a competitive pay and comprehensive benefits package designed to support our employees' well-being and professional growth. In this role, you’ll support both our customers and our field technicians by helping coordinate service calls, process invoicing, and ensure smooth day-to-day operations behind the scenes. If you’re someone who thrives on variety, takes the initiative, and enjoys being a dependable go-to for your team — we’d love to hear from you.

Primary Responsibilities:

• Process and issue customer invoices for service calls, preventive maintenance (PMs), backflow testing, and other work in a timely and accurate manner to prevent backlog.Answer and route incoming calls, assisting with coverage when the dispatcher is unavailable.
• Answer and route incoming calls, assisting with coverage when the dispatcher is unavailable
• Verify completed jobs and ensure accurate documentation prior to invoicing.
• Maintain invoicing workflow in real time to support pricing structure, optimal profit margins, and accurate reporting.
• Send completed invoices to customers and prepare for the accounting department for entry into Sage.
• Assist with managing inventory in the service warehouse and on service vans, including coordinating purchase orders for parts and tools.
• Work with the office team on inventory reconciliation and tracking for Sage (or other systems as needed).
• Review technician timesheets for accuracy and support service payroll processes.
• Coordinate and follow up on manufacturer warranty claims, ensuring all required documentation is submitted and repairs are processed in a timely manner.
• Provide administrative support to the Service Manager, as well as inside and outside sales teams as needed.
• Communicate with customers, technicians, and team members in a positive and professional manner to ensure smooth service operations.
• Serve as a backup to the dispatcher when needed to ensure seamless service department operations.
• Perform other duties assigned by the Service Manager.

What we're looking for:

• 2+ years in customer service or administrative support preferred
• Friendly and professional presence both in person and over the phone
• Reliable, self-motivated, and a team- focused mindset
• Ability to multitask and communicate effectively with both customers and team members.
• Experience in the HVAC commercial trade, or service-based industry, is a plus
• Strong attention to detail and organizational follow-through
• Experience with service-based software (Service Trade experience is a plus)
• Excellent time management and problem-solving skills
• Experience with scheduling, invoicing, or inventory management is preferred
• Comfortable using digital tools and learning new systems
• Willingness to grow with the role and take on new responsibilities