Full Job Description
We're looking for motivated, self driven, customer oriented office personnel to serve as a customer service representative and as a dispatcher for our field personnel, acting as a liaison between both.
Your primary job will be to manage the call-board and send technicians service calls in an efficient manner. You will also be responsible for following up with technicians and customers after job completions and handling any customer requests / complaints.
In addition, some light administrative duties.
Responsibilities
- Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed.
- Manage the appointments efficiently when dispatching
- Manage customer expectations on arrival time
- Respond to any message leads to book appointments
- Reschedule any calls that cannot receive same-day service
- Schedule return trips with customers when parts are in
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times.
- Other duties as assigned
Skills
- Proven experience as dispatcher or relevant position
- Experience with Field Management Software (Service Titan experience preferred)
- Fast typing with experience in data entry
- Proficient in English (oral and written)
- Outstanding organizational and multitasking abilities
- Active listener with excellent communication skills
- Sound judgement and critical thinking
- High school diploma
Job Type : Full-time
Pay : $14.00 $18.00 per hour
Benefits :
- Health insurance options available
- Paid time off
Schedule :
- 8 hour day shift
- Monday to Friday
Work Location : Richmond, VA in Office located off of Staples Mill Rd
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