Dispatcher and Customer Service Representative

About the role

You will handle both inbound and outbound calls in a fast-paced call-center and dispatch environment.

Responsibilities

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns with the objective of maintaining positive customer relationships.
• Achieve productivity standards and goals while maintaining high-quality calls and following expected call flows and scripts.
• Check voice mail messages from the after-hours answering service.
• Review dispatch board with dispatcher(s).
• Call customers from the non-emergency after-hours service to schedule appointments.
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.
• Prioritize service requests to serve the most urgent needs and technician locations.
• Utilize Service Titan to add and update customer information.
• Ensure service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document important information.
• Respond to any issues and follow up by coordinating with the appropriate departments or field units.
• Direct crews by making contact through the phone and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records, and other important documentation.

Requirements

• Must be able to speak on the phone during the entire work shift.
• A minimum of one to two years of call-center experience with customer service and dispatch is strongly preferred.
• Sales experience is a plus.
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers.
• Strong customer service attitude.
• Ability to manage multiple priorities within a fast-paced environment.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Highly detailed and organized.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft Office and the ability to learn customer service management and scheduling/dispatch software.
• Stress tolerance—thrives in a high-pressure environment.
• Ability to work evenings and weekends.
• Bilingual is a plus.

Pay

$25.00 - $38.00 per hour