Dispatch and Customer Service Representative

The CSR/DSR will work as part of a dynamic and passionate team to ensure desired company growth and customer satisfaction. The key measurable is to hit daily call goals by converting incoming/outgoing customer calls into booked service appointments. The CSR/DSR must be well rounded and efficient at matching Technicians to the proper job and have the ability to work Tuesday-Saturdays. THE CSR/DSR will be reporting to the Dispatch Manager.

Responsibilities:

• Use priority matrix to assign jobs based on best potential revenue and tech skills and strength.


• Communicate with technicians both before and after calls to ensure proper close-out and proper preparation for the next call.


• Follow close-out procedure with techs after each call to ensure proper documentation (ie. Payment, notes, pictures, materials, follow-ups).


• Communicate with customers through update calls and dispatch calls.


• Document all update calls and dispatch calls on Update Spreadsheet.


• Field incoming calls to dispatch phone line regarding updates and rescheduling.


• Communicate with service manager frequently regarding tech performance or performance issues and problematic or difficult calls.


• Follow parts and warehouse procedure for calls that require parts using task management.


• Follow-up on all calls that require return visits.


• Communicate with call-center each morning setting the priority for the day based on the call board and the priority matrix.


• Assign permit tasks using task management for all jobs that require permits.


• Make outbound calls to customers on an as-needed basis so that we can keep our technicians busy.


• Be polite, upbeat, enthusiastic, and empathetic. Communicate through your words and tone that you love your job and are excited to help customers with their issues. Every customer needs to feel that they’re important.


• Participate in training to boost customer satisfaction.


• Saturday work is required as CSR/DSR. (This may change based on the seasonality and needs of the business.)

Qualifications and Skills:

• Work quickly and decisively


• Be confident and authoritative


• Be upbeat and enthusiastic


• Be a problem solver


• Passion for customer service


• Highly organized with exceptional follow-through 
  
  

Education and Experience

• Some College preferred.


• 1+ years’ experience with computers, especially Microsoft Office Suite desired


• 3 years' experience in customer service
  

Physical Requirements:

• Physical activity not limited to climbing, walking, bending, kneeling, lifting <30 lbs. and sitting for extended periods of time.