Customer Service Coordinator

1 week ago

Rochester, New York, United States Bermex Full time
Application Process:

Team Overview: At Bermex, we prioritize our customer connections. Our mission is to enhance customer satisfaction by consistently exceeding expectations. Bermex specializes in providing professional meter reading services and solutions to utility companies and related organizations across the United States. Our offerings include leak detection, atmospheric corrosion assessment, line location services, software solutions, and comprehensive meter reading for water, gas, and electricity. We are in search of enthusiastic individuals who thrive in independent roles and appreciate outdoor work to join our dynamic team.

Position Summary: The Customer Service Coordinator/Dispatcher is accountable to the Meter Services Supervisor at Bermex. This role is essential in coordinating daily utility assignments for field service technicians through computer systems for both residential and commercial clients. Responsibilities include contacting utility customers to arrange appointments for gas meter replacements and efficiently dispatching these tasks to the appropriate service personnel. This position demands strong organizational skills, meticulous attention to detail, and outstanding communication abilities.
  • Salary Information: For candidates located in New York, the compensation for this position is set at $18 per hour.
Key Responsibilities:
  • Engage with utility customers to schedule gas meter replacement appointments.
  • Assign utility tasks to field service technicians promptly each morning and throughout the day.
  • Exhibit exceptional communication skills necessary for effective interaction with both field service technicians and customers.
  • Maintain focus on multiple tasks throughout the workday.
  • Direct work to field service technicians by transmitting work orders to handheld devices.
  • Demonstrate excellent organizational skills to categorize and distribute field service work orders to technicians in the field.
  • Possess a solid understanding of computer systems and software to manage, send, receive, and review orders.
  • Handle incoming and outgoing calls efficiently.
  • Adhere to communication protocols when addressing various topics.
  • Support administrative tasks and other responsibilities as needed.
Candidate Profile: Essential Qualifications:
  • Education: High School Diploma or GED.
  • At least one year of relevant experience in customer service or call center environments.
  • Possession of a valid Driver's License.
  • Reliable transportation to and from the workplace.
  • Ability to operate standard office equipment.
  • Willingness to undergo a background check and pre-employment drug screening.
Preferred Qualifications:
  • Education: Additional post-secondary education or relevant certifications.
  • Experience: Two or more years in customer service or call center roles.
Required Skills:
  • Proficient in PC applications including Outlook, Word, and Excel.
  • Ability to communicate professionally and courteously with customers.
  • Strong active listening skills.
  • Capacity to work independently without direct supervision.
  • Good judgment and decision-making skills in line with company policies.
  • Ability to follow both oral and written instructions.
  • Provide accurate documentation to management.
  • Experience in call center operations or customer service is advantageous.
  • Ability to manage a high volume of calls while maintaining professionalism.
  • Strong problem-solving skills and the ability to navigate challenging customer interactions.
Physical Requirements:
  • Primarily sedentary work, with the ability to sit for extended periods.
  • Occasional lifting of items weighing 10 pounds or more.
  • Effective verbal communication skills and the ability to utilize communication tools.
  • Ability to follow instructions and communicate effectively.
Not Suitable For:
  • Individuals who prefer not to work independently.
  • Those who are inflexible and do not adapt well to changing work schedules.
  • People lacking effective planning and time management skills.
Drug and Alcohol Testing:
  • Participation in drug and alcohol testing is mandatory.
  • Testing is required for employees working with water, electricity, or meters, as well as for those involved with gas meters.
Benefits: Health and Safety:
  • Comprehensive health plans including medical, dental, and vision coverage.
  • Company-sponsored life insurance and disability coverage.
  • Flexible Spending Accounts or Health Savings Accounts with company contributions.
  • Access to an Employee Assistance Program (EAP) for employees and eligible family members.
Retirement Plans:
  • Automatic enrollment in the Employee Stock Ownership Plan (ESOP) at no cost.
  • 401(k) retirement plan with company matching options.
  • Paid Time Off (PTO) plans available after 90 days of service for full-time employees, including vacation, holidays, and sick leave.
Additional Perks:
  • Company vehicle provided for driving positions.
  • Gas card for company vehicles where applicable.
  • Company-issued mobile phone or allowance for mobile expenses.
  • Boot allowance from approved vendors.
  • Daily per diem for travel-related roles.
Work Environment: Employees will commence their day at the local office to collect their company vehicle, equipment, and daily assignments. We are an Equal Employment/Affirmative Action employer, committed to diversity and inclusion in our hiring practices. If you require reasonable accommodation during the employment process, please reach out to us, and we will address your request on a case-by-case basis.

About Bermex:

At Bermex, safety is our top priority. Our culture is centered around people—our employees, our customers, and the communities we serve. We empower our team to contribute to sustainable practices and prioritize client needs. With nearly three decades of growth, we continue to foster a culture that supports personal and professional development. Join us at Bermex, where your role is not just a job, but an investment in your future.

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