Call Center Representative, CSR, Dispatcher

Job Description

Job Description

CALL CENTER REPRESENTATIVE

Required Education and Experience

• Experience in using Microsoft Excel, Word, Outlook, PDF’s, JPEGS

Preferred Education and Experience 2 + Call Center Experience

• Microsoft Excel, Word, Outlook, PDF’s, JPEGS

Customer Service Center

· Strong Microsoft Office Suite

· Intermediate and above Microsoft Outlook

· Intermediate and above Microsoft Excel

· Customer Focused & Customer Driven To Meet and Exceed Customer Expectation

· At least Forty-five (45) words per minute typing speed

Call Center Representative

Summary/Objective

Schedule and dispatch workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered inside or outside the place of business. Duties may include using telephone, cell phone, or computer to transmit assignments and compiling statistics and reports on work progress.

Essential Functions

- Service Maintenance

• Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones, email, cell phone, or other communicative devices.
• Confer with customers, vendors, subcontractors or supervising personnel to address questions, problems, and requests for service or equipment.
• Advise personnel about emergency work orders with response times and information.
• Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using cell phones, emails, telephones, or other devices.
• Prepare daily work and run schedules.
• Maintains a log of Check In/Out times of technicians in ACS data base according to ACS process and procedures.
• Being on an On Call rotation and answering standard and emergency calls after hours and on the weekend.
• Maintains customer websites and ACS data base according to ACS processes and procedures.
• Be able to check in or check out on a daily basis.
• Must have a regular work attendance / good work attendance habit.
• Have a good work ethic and availability to work.

Competencies

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Speaking - Talking to others to convey information effectively.
• Time Management - Managing one's own time and the time of others.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Supervisory Responsibility None

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, [7:00 am to 4:00 pm] or [8:00 a.m. to 5 p.m.] or [9:00 a.m. to 6:00 p.m.] or [10:00 a.m. to 7:00 p.m.]. Shift schedule is determined by the needs of the Department.

There is On-Call Duty on scheduled rotations. Must be able to work overtime.

Travel

No travel is expected for this position.

Required Education and Experience

• Experience in using Microsoft Excel, Word, Outlook, PDF’s, JPEGS

Preferred Education and Experience 2 + Call Center Experience

• Associates Degree / College Degree Preferred
• Microsoft Excel, Word, Outlook, PDF’s, JPEGS

Additional Eligibility Qualifications Must be able to type at least 45 words per minute.

· Strong Microsoft Office Suite

· Intermediate and above Microsoft Outlook

· Intermediate and above Microsoft Excel

· Customer Focused & Customer Driven To Meet and Exceed Customer Expectation

· Forty-five (45) words per minute

AAP/EEO Statement

As an equal opportunity employer, ACS Commercial Services, L.L.C. does not discriminate in its employment decisions on the basis of race, religion, color, national origin, gender, sexual orientation, age, military status, disability, or on any other basis that would be in violation of any applicable federal, state, or local law. Furthermore, ACS Commercial Services, L.L.C. will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship, safety, and/or health risk.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time