Customer Service Representative

About Cat5 Resources LLC

Cat5 Resources is a diversified supplier of technical and operational services across the Southern US, Puerto Rico, and the US Virgin Islands.

In 2004, when Hurricane Charley devastated Florida, our CEO, Cindy Perez, received an out-of-the-blue call from a long-term telecom client in urgent need of help. Their other vendors could not deliver, so they turned to Cindy for assistance. She responded without hesitation, mobilizing a fleet of generators and emergency fuel to ensure the client’s critical infrastructure remained operational throughout the event.

In 2013, Cindy founded Cat5 Resources with a mission to provide reliable and innovative solutions for critical infrastructure resiliency. Since then, the Cat5 Resources team has consistently delivered exceptional customer service to clients nationwide. Over the years, Cat5 Resources has expanded its offerings to include Disaster Recovery Services, Operations and Maintenance, Civil, Electrical, and Construction, as well as Transportation and Logistics.

As a certified Woman-Owned Business, Cat5 Resources serves the entire Southern United States. In 2016, we extended our services into Puerto Rico with the launch of Cat5 Caribbean, focusing on critical infrastructure support in disaster-prone regions. Further expanding our capabilities, in 2024, we introduced Cat5 Power Solutions, our Portable Power Sales and Rentals Division, delivering versatile power solutions to businesses and communities across the Southern US.

About the role

What you'll do

• Manage customer work orders from creation through completion and closeout.
• Create and dispatch work orders to technicians and vendors.
• Monitor open, pending, and on-hold work orders and follow up as needed.
• Maintain accurate work order notes, statuses, schedules, and documentation.
• Communicate with customers regarding work order status, scheduling, delays, and completion.
• Provide weekly and/or requested customer updates and reporting.
• Coordinate technician schedules and assist with daily dispatching.
• Coordinate outside vendors for repairs, maintenance, and other service needs.
• Follow up with vendors for scheduling, completion status, service notes, photos, and closeout documentation.
• Review technician and vendor documentation to ensure work was properly completed and documented.
• Assist with formal repair quotes, customer charges, and quote tracking.
• Review vendor invoices and supporting documentation for accuracy and approval.
• Process warranty repairs and LPG repairs from dispatch through closeout and invoice approval.
• Maintain customer trackers, reports, and other operational records.
• Work closely with technicians, vendors, customers, and Regional Management to resolve issues and keep work moving.
• Prioritize emergency and time-sensitive requests appropriately.
• Ensure completed work orders are closed within the expected 24–48 hour timeframe.
• Maintain a high level of accuracy, organization, responsiveness, and customer service.

Qualifications

High school Diploma/ GED

Customer service experience, clerical or office admin experience, multi-line telephone, basic office equipment, conflict resolution.

Must be proficient n Microsoft Office (Word, Excel and Outlook), analyzing data, decision making, developing standards, staffing and planning.

Need to be organized, trustworthy, patient, resourceful, a quick learner, ability to follow through. ability to multitask, ability to solve problems quickly, a good attitude, creative, critical thinker and set motivated.