Customer Service Rep / Dispatcher

Job Description

Job Description

Total appliance is an equal opportunity employer and abides by all applicable state and federal laws and regulations.  We are the best company that’s service offers fully customizable service contracts that cover all appliances, air conditioning systems, electrical, plumbing and more. We are looking for the right candidate to add to our CUSTOMER SERVICE team of excellence. The CALL SERVICE / DISPACHER Representative is our interface between our company, our field technicians and our customers: answering questions, resolving problems, assigning duties and contacting our technicians and customers. All customer interactions must be conducted in a professional manner that will enhance the image of our company. All co-worker interactions should be always conducted with respect and professionalism. Must have prior dispatcher / customer service experience. Only qualified candidates will be considered.

Responsibilities: 

• Answer the phone quickly and professionally using the company incoming call script.
• Be familiar with our company, products, and services so many questions can be answered without consulting others
• Take and deliver messages as appropriate. Ensure messages are received and follow up is appropriate. Communicate clearly, precisely, and in a friendly manner.
• Call customers to schedule maintenance appointments, Sell or renew agreements.
• Alert managers quickly to significant customer issues.
• Understand the skills, strengths and weaknesses of the field technicians to dispatch field technicians in relation to the job opportunity and ability of the technician.
• Provide all necessary information to field technicians.
• Proven exceptional dispatcher service skills including the ability to handle a heavy volume of calls while maintaining a positive and upbeat demeanor.
• Debrief each call before dispatching the technician. Update the tally sheet appropriately.
• Create a weekly written report for the Manager summarizing interaction with field techs.
• Provide tally sheet report weekly to the Sales Manager.
• On an assigned basis, review technicians’ strengths with Management.
• Organize an On-Call schedule for technicians.
• Input leads to the computer and relaying information to system specialists as needed.
• “Time Stamp” field technicians for dispatch, arrival and completed times in the computer system, verity timecards.
• Contact Customer prior to dispatch to ensure their presence and method of payment via phone or e-mail.
• Perform other duties as assigned.

Requirements:

• Excellent verbal and written communications skills
• Knowledge of plumbing, air conditioning and appliance services 
• Superb phone skills
• Ability to resolve conflict without reacting inappropriately
• Ability to project a professional image
• Manage customer records and files
• Bilingual, English/Spanish a plus
• Knowledgeable in SAP preferred 
• Comfortable with a fast pace
• Ability to clear a drug screening.

Physical Demands:
To adequately perform the duties of this job the employee is regularly and routinely required to sit; stand, walk, use hands to finger, handle controls; hear, and talk. The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:
The work environment noise level is usually moderate but will vary occasionally. The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.