Dispatcher and Customer Service Representative

About the role

You will handle incoming customer calls related to service, billing, and other departments, and make warm outbound calls to schedule, confirm, and survey appointments. The role involves managing customer concerns to maintain positive relationships while meeting productivity and quality standards.

Responsibilities

• Answer incoming calls promptly and address customer inquiries about service, billing, and other departments.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns to maintain positive relationships.
• Achieve productivity and quality goals while following call flows and scripts.
• Maintain a positive, professional, and optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review the dispatch board with dispatcher(s) and call customers from 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 address the most urgent needs and technician locations.
• Use 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 issues and follow up by coordinating with appropriate departments or field units.
• Direct crews by contacting them via phone and other field units to guide them to 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.
• Minimum of one to two years of call center experience with customer service and dispatch 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 in 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.
• High stress tolerance and ability to thrive in a high-pressure environment.
• Ability to work evenings and weekends.
• Bilingual is a plus.