Customer Service Agent

Appliance Repair DispatcherThe 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 FunctionsPrioritize incoming call trafficSubmit and trick claims through service portalsScheduling service calls for the techniciansFollow 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 customersReceiving and assigning inventory partsDating and matching part invoices and credit memos for claims and part returnsReturns parts or submits NARDA claims for incorrect parts/defective parts receivedMonitors and checks email trafficTracks labor payments for claimsGathers back order reports and part delivery status for current work ordersFollow up on submitted claims. Order parts for open ordersAdditional tasks and projects as neededRequirementsAbility to work independentlyMust 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.CompetenciesDependabilityCustomer ServiceProductivityTeamworkBenefits: 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 Grand Appliance