Dispatch Customer Service Representative

About the role

The Coats Company is a dynamic and customer-focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Dispatch Customer Service Representative. This is a full-time position working a hybrid schedule onsite at our headquarters in LaVergne, TN. Candidates must reside local to LaVergne, TN.

Responsibilities

• Maintain high customer service standards to attract and retain customers
• Handle customer inquiries via phone, email, and chat
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Utilize case management tools to track, document, and manage customer cases
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch work orders
• Dispatch service technicians to repair equipment as needed
• Resolve customer issues and needs in a professional manner
• Process shortages, damages, or product service needs
• Document and update customer records
• Provide quotes as needed
• Invoice and process payments including credits and debits as required
• Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
• Consistently meet or exceed company expectations for productivity and accuracy levels
• Other duties as assigned

Qualifications

• Education: High school diploma or GED equivalent required; relevant college courses and/or degree preferred
• Experience: Minimum 2 years customer service experience; 3–5 years preferred; contact center experience
• Bilingual (English/Spanish) a plus

Skills

• Outstanding customer service and people skills
• Demonstrated excellent oral and written communication skills
• Exceptional organization and time management skills
• Ability to effectively prioritize work and handle multiple projects
• Experience navigating multiple computer screens and programs while interacting with customers
• Excellent analytical skills
• Team oriented

Technical Proficiency

• Proficient PC skills
• Experience with Windows-based computer applications

Professional Traits

• High level of integrity and professionalism