Customer Service Team Member/dispatcher

3 weeks ago

Riverside, United States AAVCO A DIVISION OF FAMILY PLUMBING, HEATING, AIR CONDITIONING Full time

**About us**

Do you want to work for a company that cares about you and your family?

Do you want to work with a management team that supports you and co-workers who want to win?

Do you want to learn, grow, and develop a career?

If you answered YES to any of those questions, then Family Plumbing is the place for you.

**Job description**

We are looking for an AWESOME customer-oriented service representative/dispatcher. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

**Responsibilities (WE WILL TEACH YOU)**
- Manage large amounts of incoming and outbound calls in timely manner
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- 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
- Receive emergency and non-emergency calls and record significant information
- Address problems and requests by transmitting information or providing solutions
- Receive and dispatch orders for products or deliveries
- Prioritize calls according to urgency and importance
- Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
- Monitor the route and status of field units to coordinate and prioritize their schedule
- Provide field units with information about orders, traffic, obstacles and requirements
- Enter data in computer system and maintain logs and records of calls, activities and other information

**Skills**
- Proven customer support experience or experience as a client service representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- **Ability to multi-task, prioritize, and manage time effectively**:

- High school degree

EEO Statement:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, age, national origin, veteran status, military status, disability, gender identity, sexual orientation, genetic information, or any other characteristic protected by law.

Pay: $20.00 - $24.00 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- CSR/Dispatch: 1 year (required)

Work Location: In person

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