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Dispatcher/Call Center Representative

2 months ago

Boise, United States Magic Electric, Plumbing, Heating Air Full time

ONE TEAM. ONE DREAM.

SHIFT: Saturday-Tuesday. Must be able to work Saturday. Flexible with Sunday, option on Sunday to work remote.

BENEFITS
  • 80% Company Paid Employee Medical and Dental Insurance
  • 50% Company Paid Family Medical and Dental Insurance
  • Vision Insurance
  • Life Insurance
  • 401(k) with a company 4% match
  • Paid Vacation
  • Paid Holidays
  • Yearly Performance Based Bonus
  • Competitive Wages
  • Future Advancement Opportunities
  • Positive Team and Skill Enhancing Atmosphere
  • Paid Training
  • Paid Uniforms
  • Being apart of a family. We do more than just work together Family comes first at Magic. Our goal is to create a culture where you are surrounded by people who grow with you personally and professionally. From company parties to team camping trips, being apart of The Magic Team is being a part of a family.
ABOUT US

Here at Magic Electric, Plumbing, Heating and Air we have a true passion for providing an honest and helpful work environment where every employee can commit themselves to giving our customers exceptional workmanship, extraordinary service, and professional integrity. We keep on growing because we only hire the best, and our customers love us for it. You've probably seen our trucks and our ads. What you don't know is what it's like to be a part of a team like this. How much you feel appreciated when you don't cut corners. How much we inspire ongoing training and education. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

Summary

The Dispatcher/Customer Care Specialist (CCS) will promote customer satisfaction by converting incoming customer calls into booked service appointments. Customer Care Specialists are very valued here at The Magic Team as they are the "Voice of Our Company" The Dispatcher evaluates customer calls and matches the right technician to every job to maximize opportunity. The dispatcher may also monitor weather reports and road conditions to ensure that technicians are dispatched accordingly and notify customers of any potential delays. The CCS and dispatcher is a hard-working, self-motivated individual with a great attitude. They must be reliable, have strong verbal and written communication skills, and the ability to demonstrate empathy. This shift is Full Time Wednesday-Sunday.

Essential Functions include but are not limited to
  • Deliver scripts with authentic cadence; be clear, compelling, and personable.
  • Attract and retain great customer relationships.
  • Convert inbound and outbound calls into booked service appointments.
  • Be professional and establish customer rapport, encouraging repeat business.
  • Respond to customer requests, resolving issues and promoting the brand
  • Learn the business and learn how to maximize opportunities by prioritizing the most urgent customer calls.
  • Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field.
  • Record and report the service calls.
  • Participate in training so that you grow and develop as a professional.
  • Update customers throughout the day on the technician's progress.
  • Pull necessary permits and schedule inspections as needed.
  • After hours rotation.
  • Respond to customer requests, resolving issues and promoting the brand.
  • Maintain and update customer database with complete and accurate information.
  • Participate in training so that you grow and develop as a professional.
  • Maintain communication with your manager.
Requirements
  • IT competent; good typist and proficient with phone systems.
  • Highly organized with exceptional follow-through abilities.
  • Strong verbal and written communications.
  • Ability to build trust, diffuse conflict and hold others accountable.
  • Personality that blends well with a fast-paced, goal-driven environment.
  • Competitive individual contributor who also loves to win as a team.
Supervisory Responsibility
  • Enforces safety and work performance standards and regulations.
  • Adheres to company core values.
Physical Demands
  • Prolonged periods of sitting at a desk and working on a computer.

Safety

This position is safety sensitive and drug free, must adhere by the company's Employee Handbook and Safety

Manual. Due to the nature of the trade, Magic Electric, Plumbing, Heating and Air participates in a reasonable

suspicion drug/substance screening process designed to meet our commitment of being a drug free

organization. The company reserves the right to require its employees to present themselves for testing

immediately following a work-related incident.

Travel

Some travel may be required outside of the Boise area.

Company Core Values

ATTITUDE: Win the Day, Customer Focus, Commitment, Community Involvement

INTEGRITY: Have Heart, Say It Do It, Lead by Example, Stay Honest

CHARACTER: Organization, Reliable, Professional, Personable

VISION: Relentless Improvement, Innovation, Opportunity, Environment

DETERMINATION: Elite Work Ethic, Lead the Industry, Whatever It Takes, Get It Done.

SAFETY: Start with You, Respect the Unexpected, Extreme Accountability, Do What's Right Not What's Easy