Customer Service Agent

Appliance Repair Dispatcher The Appliance Repair Dispatcher is responsible for providing regular clerical and administrative support by answering phones, gathering customer information, processing new customer work orders, scheduling technicians, and tracking progress of jobs. Essential Functions Prioritize incoming call traffic Submit and trick claims through service portals Scheduling service calls for the technicians Follow up on pending service calls (calls that still need to be scheduled or were requested with no firm date scheduled) Monitoring parts deliveries and recording back order information for follow up with customers Receiving and assigning inventory parts Dating and matching part invoices and credit memos for claims and part returns Returns parts or submits NARDA claims for incorrect parts/defective parts received Monitors and checks email traffic Tracks labor payments for claims Gathers back order reports and part delivery status for current work orders Follow up on submitted claims. Order parts for open orders Additional tasks and projects as needed. Requirements Ability to work independently Must have a high school diploma or GED. Must be detail oriented, organized, and proactive. Excellent communication skills including grammar, voice, and diction. Excellent customer service skills (friendly, courteous, and helpful). Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Basic computer and keyboard skills; MS Office knowledge a plus. Ability to work in a fast paced, high-stress environment. Must be extremely reliable and have excellent time management skills. Bilingual (English- Spanish) a plus. Ability to stay calm when customers are stress or upset. Competencies Dependability Customer Service Productivity Teamwork Benefits Medical, Dental, vision Life and AD&D Insurance Short and Long-Term Disability Income Insurance 401(k) retirement plan with employer-matched contributions Paid Holidays, PTO, and more. About the company: Grand Appliance & TV is a family-owned retailer established 90 years ago, with locations in Illinois, Wisconsin, Indianapolis, and Iowa. We strive to have customers for a lifetime through outstanding service at all levels and believe that every employee is an integral part of the total customer experience. We offer challenging opportunities in a fun, family-style work environment. Grand Appliance & TV is an equal opportunity employer.* Compensation: $18.00 per hour