Job Description
Job Description
We are in search of a Customer Service Representative to join our team in Pflugerville, Texas. As a member of our team, you will be integral to the smooth operation of our customer service department.
This role offers a contract to hire employment opportunity, where you will be tasked with managing customer service requests, interacting with various stakeholders, and maintaining updated job status records.
Rotating Schedule :
Mon & Tues : 9 am - 9 pm
Wed & Thurs : Off
Fri, Sat & Sun : 9 am - 9 pm
Responsibilities :
- Efficiently create and dispatch incoming service requests to technicians.
- Regularly monitor the daily workload in assigned areas to meet client requirements.
- Handle inbound and outbound calls and emails from technicians, customers, and other working groups, ensuring job status information is accurate and up-to-date.
- Evaluate daily workload and make necessary adjustments to the resource plan, which may include reaching out to technicians for additional shifts or jobs during high workloads.
- Diligently follow client procedural requirements and specific processes.
- Respond promptly to escalated requests for urgent installation and repair calls.
- Utilize technical skills such as Salesforce and MS Office Suite to manage customer service tasks and handle ticketing systems.
- Ensure the creation of around 20 tickets a day, primarily through email.
- Offer excellent customer service, utilizing skills in dispatching and communication.
- Assist with high workloads when necessary by taking on additional shifts or jobs.
- Demonstrated experience in customer service roles
- Proficiency in dispatching duties, managing tasks and prioritizing workloads
- Familiarity with ticketing systems and their effective use in resolving customer issues
- Excellent communication skills, both verbal and written
- Ability to handle customer complaints, provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
- Strong problem-solving skills and ability to handle difficult customer interactions
- Ability to work independently and in a team-oriented environment
- Availability to work in shifts, during weekends, or holidays if required
- High school diploma or equivalent; higher education degree would be a plus
- Proficiency in using computers and related technology.
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