Customer Service Representative

3 weeks ago


Rochester, New York, United States ACRT Full time
About the Role

The Call Center Representative/Dispatcher plays a crucial role in sending daily utility jobs to field service techs via computer for residential and/or commercial accounts.

This position involves calling utility customers and scheduling appointments for gas meter exchanges and dispatching those accounts to the appropriate customer.

This position requires a high degree of organization, excellent attention to detail, and exceptional communication skills.

Responsibilities
  • Call utility customers to schedule appointments for gas meter exchanges.
  • Dispatch utility jobs to field service techs first thing in the morning and periodically throughout the day.
  • Possess excellent communication skills which are essential for dealing with field service techs and customers.
  • Ability to intensely focus on multiple tasks throughout the day.
  • Route work to field service technicians by dispatching work orders to a handheld device.
  • Excellent organization skills to sort and separate field service work orders and send them to service techs in the field.
  • Good working knowledge of computers and software systems is essential in sending, receiving, and reviewing orders.
  • Manage inbound and outbound calls in a timely manner.
  • Follow communication scripts when handling different topics.
  • Assist with administrative and other duties as assigned.
Requirements
  • High School Diploma or GED.
  • Minimum one year of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).
  • Valid Driver's License.
  • Reliable transportation to and from work location.
  • Ability to operate office equipment daily.
  • Ability to take and pass a background and pre-employment drug screen.
Preferred Qualifications
  • Post high school/GED classes or degree.
  • Experience: 2 or more years of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).
Physical Abilities or Demands

Sedentary work, ability to sit for long periods of time.

Must be able to lift 10 or more pounds on occasion.

Must be well spoken with ability to use communication tools and equipment.

Must be able to communicate effectively and follow instructions.



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