Service Dispatcher/CSR

About the role

Manage customer requests for service calls and service related issues. Work with Service Technicians to efficiently and effectively complete routes. Work in conjunction with all STVA departments to perform position requirements. Perform additional tasks as requested.

Responsibilities

• Field in-bound customer calls to create accurate and detailed service orders using the GERS order screens
• Manage call duration to optimize quality with quantity to maintain customer hold times below 2 minutes
• Use company resources and effective communication skills to accurately record the service problem
• Use effective communication to present a professional, positive and quality image to every customer interaction
• Develop skill sets to effectively execute all specialized dispatch processes:
  • Service Request E-Mail
  • CRM-Call Center Process
  • CRM-ARH Outside Service Process
  • Route Creation and Mapping Process
  • Contractor Business Process
• Construct technician routes that address customer requests, productivity and efficiency
• Work cooperatively with customer relations, parts, delivery, and sales departments to resolve customer service problems
• Be results focused and flexible to changes to support the service department's goals and objectives
• Positively accept change and quickly respond to new business and job directions
• Work each day in a positive, friendly team oriented manner

Qualifications

• Prior work experience involving fast paced and friendly customer service
• Customer oriented; ability to resolve issues logically while working under pressure
• Commitment to customer satisfaction
• Ability to read Portland metro map to assign Service Technician's routes
• Must be detail-oriented
• Excellent telephone etiquette
• Fluency in English (written & verbal)
• Basic computer skills and experience
• Ability to work a flexible schedule, i.e. Saturdays and overtime as needed
• Ability to make decisions, problem solve, use good judgment and follow through
• Ability to interact positively with co-workers; assist other departments as needed

Preferred Skills

• Previous experience in parts sales, preferably in the appliance industry
• Intermediate knowledge of Excel
• Proficient 10-key skills
• Fluency in Spanish, Eastern European or Asian languages

Physical Demands & Work Environment

• Work at a computer station and occasionally sit and do data entry for longer periods of time (e.g., 3 or more hours at a time)
• Type and talk on the phone for long periods of time (e.g., 2 or more hours at a time)
• Frequently lift, carry, push, and pull appliance parts weighing up to 50 pounds; occasionally parts can weigh up to 80 pounds
• Bending, twisting, and overhead reaching/stocking is a frequent occurrence
• Frequently change position between walking, standing, and sitting
• Work is performed mainly in a warehouse with limited temperature controls; due to loading docks, there can be some extreme temperatures
• While loading, workers are exposed to typical Northwest weather conditions