Residential Customer Service Representative Dispatcher

Job description:

Responsibilities:

• Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed.
• Schedule return trips with customers when parts are in.
• Manage large amounts of incoming calls
• Input technical service calls and confirm client details
• Generate sales leads and service opportunities
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times.
• Other duties as assigned

Qualifications and Preferred Requirements:

· High school diploma or general education degree (GED)

· Advanced customer service skills

· Ability to multi-task

· Geographical knowledge of service area or map reading skills

· Intermediate computer skills (including MS Word, Outlook, and Excel knowledge)

· Related experience and/or training in customer service, dispatching or project management or equivalent

. Strong phone contact handling skills and active listening

. Familiarity with CRM systems and practices

· All successful candidates must be able to pass the required background check and drug-screen.

Schedule:

• Tuesday - Friday 8:00 am - 5:00 pm and Saturday 7:30 - 4:30 (In office)