The basic function of the Dispatcher Customer Service Representative is to convert incoming customer calls into booked service calls and forward to available service technicians. To prioritize, organize, and equally divide incoming calls to be scheduled for the service technicians. Also process incoming calls for supplies into sales order. The Dispatcher Customer Service Representative must be goal oriented self-starting, and energetic. This person must have a genuine empathy for customers and a willingness to help others. Our customer base is very wide spread from state government to small private companies, must have the ability to coordinate jobs with 3rd party technicians. You must also coordinate deliveries and installations with end users and support staff when needed. Teamwork is extremely important in the Customer Care Center. To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. Ideal candidate must be able to adapt to new changes and be able to adapt and understand repetitive requests. Reports to Service Manager or Operation Manager.
Essential Duties and Responsibilities:
The Dispatcher Customer Service Representative handles service calls from customers projecting a professional image.
Utilizes customer service training to educate and to establish rapport and assist customers with service and products. Follows company training to assure prompt and accurate dispatch of incoming work orders.
Is aware of the importance of service technician time and ability and assures fair and equitable distribution of work and proper documentation of said work.
Able to use Microsoft Office (Word, Excel, etc…)
Able to type 40+ WPM
Conducts service related follow-ups, and outbound customer contact according to company procedures.
Maintains up-to-date call routing and call assignment changes to achieve the goal of the best possible customer service, in the most efficient time and at the least possible cost.
Additional duties and responsibilities as assigned
The Dispatcher Customer Service Representative must be goal oriented self-starting, and energetic.
Must have very pleasant telephone demeanor and be able to demonstrate good customer service and telephone skills.
The Dispatcher Customer Service Representative must be familiar with company policies and be able to communicate with customers in regard to services the company provides with a high degree of accuracy.
The Dispatcher Customer Service Representative must be able to work with other employees, management, and technicians to get the job done correctly and in the best interest of our customers, while abiding by Company policies and procedures.
Thinks “out of the box” to help schedule calls.
Experience: A minimum of two years’ experience including hands on training and or work in telephone call centers, customer service and dispatch is required
Education: High school diploma or equivalent.
Physical Demands: The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.
Body Positions: Regularly requires sitting, walking, bending, and lifting for prolonged periods of time.
Body Movements: The employee must have a full range of body movements including the use of hands feet and fingers to handle or feel objects and must be capable of bending, reaching, and crouching.
Must hear and speak well enough to conduct business over the telephone and via email.
Strength: Must be able to lift up to 30 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.