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Dispatcher & Customer Service Call Center Representative

2 months ago

Valencia, United States CastleWorks Water Heaters Full time
Job Summary: Hybrid Role - Dispatching & Customer Service (Call Center)

This hybrid role combines responsibilities of dispatching and customer service within a call center environment. The individual will manage service appointments by efficiently dispatching technicians to customer locations and handle inbound customer inquiries, providing exceptional service. Key duties include delivering great customer service,

while following company expectations and responding to homeowner's issues in a timely, efficient, courteous, professional, and appropriate manner related to items that need repair, or replacement.

The work setting is in an office. It is an essential function of the position to work with a team in the call center, therefore, the position is not a remote or hybrid position and must report to the direct work site.

Dispatching responsibilities include but may not be limited to:
  • Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
  • Prioritizing service requests to serve the most urgent needs, and technician locations.
  • Utilizing Service Titan, add and update customer information.
  • Ensure that service crews are well informed and ready to go.
  • Dispatch technicians based on emergency and non-emergency calls and document important information.
  • Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
  • Direct crews by making contact through the phone and other field units to the appropriate sites.
  • Supervise the route and status of field units to prioritize their daily schedule.
  • Operate and manage a multi-line telephone console system.
  • Respond to queries related to products and deliveries.
  • Maintain and update call logs, call records and other important documentation.
Customer Service Representative responsibilities include but may not be limited to:
  • Answer incoming calls from customers related to service, billing, and other departments promptly.
  • Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
  • Manage customer concerns with the objective of maintaining a positive customer relationship.
  • Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
  • Maintain a positive, professional, optimistic attitude in the workplace.
  • Check voice mail messages from the after-hours answering service.
  • Review dispatch board with the dispatcher(s)
  • Call customers from the non-emergency after hours service to schedule appointments
  • Confirm all scheduled appointments with customers throughout the day.
  • Accurately gather all necessary customer information.
  • Provide recommendations for service and maintenance contracts as appropriate.
  • Assist other departments as needed and perform other duties as assigned.
Requirements
  • Must be able to speak on the phone during the entire work shift.
  • A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
  • Sales experience a plus
  • Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
  • Strong customer service attitude.
  • Ability to manage multiple priorities within a fast-paced environment.
  • Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
  • Highly detailed and organized.
  • Ability to work as part of a team.
  • Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
  • Stress tolerance- thrives in a high-pressure environment.
  • Ability to work evenings weekends.
  • Bilingual a plus