Dispatcher/Customer Service Representative

About the role

NC Water Heaters is looking for the BEST Dispatcher/Customer Service Representative to join our team in our Raleigh office. Not just any Dispatcher/Customer Service Representative, our ideal candidate will have knowledge with trade (plumbing, electrical, and/or home remodeling) terminology and nuances related to the field to ensure the highest level of success with our customer base. This amazing person will drive customer satisfaction by optimizing the schedule, fielding inquiries, addressing pain points and maintaining extensive product knowledge. This position will cover evenings and weekends, as well as daytime coverage while one of our CSR’s is out on maternity leave. This position has the potential to become full-time. Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This position is part time with most shifts in-office.

Responsibilities

• Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues
• Resource Allocation: Assign technicians to specific locations based on urgency and skill, optimizing the daily job board
• Real-Time Monitoring: Track the location and status of technicians using GPS and specialized software
• Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development
• Contribute to routine CSR tasks – Follow-ups, Communicate with Technicians on call, Account Receivable tasks and others

Requirements

• 3–5 years proven experience in a comparable role
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time-management and prioritization skills
• Familiarity with Service Titan or comparable CRM system

About NC Water Heaters

NC Water Heaters is a home services company dedicated to supporting homeowners maintain their biggest investment. Our employees enjoy a work culture that promotes looking out for one another. We work as a team through challenges and celebrate each other’s successes.

Benefits

• Medical insurance
• Paid time off
• 401k match
• Dental, vision and life insurance
• Monthly production incentives
• Tuition reimbursement for career development courses related to your position
• Company sponsored events
• Part-time benefits include paid time off accrual