Dispatcher and Customer Service Representative

Dispatcher and Customer Service Representative

About the job Dispatcher and Customer Service Representative

Position Overview

The Dispatcher and Customer Service Representative works closely with our customers, management and the field service team. As a Dispatcher and Customer Service Representative, your job duties include dispatching and routing personnel to customer job sites, communicating with customers and field team members, and providing guidance to the field service employees where needed.

This is a Remote Position with Insurance Package

This position requires someone with the natural ability to be a voracious problem solver, assertive, juggle multiple tasks while having excellent communication skills to work with many different personalities.

Primary Responsibilities

This position fills two needs for our company. One is being a dispatcher for our field team, but also a customer service representative for our customers.

• Provide customer service to our customer base.
• Sign up new customers.
• Help our current customer base with their service accounts.
• Manage field service scheduling and routing.
• Upload routes to field staff tablets for the following days workload.
• Conducting follow-up calls with team members and customers to ensure customer satisfaction.
• Respond to customer complaints ensuring proper handling to achieve excellent customer satisfaction.
• Communicate clearly with service employees, team leads and management to resolve customer concerns.
• Be an office representative at company field team meetings. Work with Field Team Leads and Management regarding service team meetings with bullet point topics that involve overall updates, issues and field team reminders from the following week.
• Maintain day-to-day working knowledge of all work in the field. Sharing this knowledge with management and team members when required.
• Support sales, marketing and management initiatives.
• Identify opportunities for enhancements in operations when applicable.
• Process new service orders.

Skills

• Entrepreneurial Mindset - An attitude and approach to thinking that actively seeks out change, rather than waiting to adapt to change. A mindset that embraces questioning, innovation, service and continuous improvement.
• People Person - The position requires the natural ability to work with various personalities within the team environment and with our customers.
• Positivity & Optimism - Have a can do, positive and optimistic demeanor.
• Exceptional Communication Skills - The ability to naturally build rapport, listen well, and can vary their communication style to suit circumstances and various personalities. Ability to relay information in a fast-paced environment.
• Decision Making - The ability to make decisions and problem solve when needed.
• Self-Motivation - The ability to stay self-motivated and take initiative is a key component to being successful in this position.
• Voracious Problem-Solving Skills - The ability to creatively think outside of the box and independently problem solve is critical in this mid-management position.
• Time Management and ability to work under pressure - This position demands an individual that has excellent time management skills to juggle the responsibilities. Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances. During our spring busy season, the pressure can be intense! A large bulk of our company revenue comes from the spring season.
• Optimistic and positive mindset! - This is critical to the culture of our entrepreneurial company.
• Organizational Skills - Excellent organizational skills to manage dispatch board schedules, routes, work with team members and our customers.
• Computer Savy - Solid knowledge of general day to day business applications. We are a highly automated company.
• Multitasking Skills - Ability to multitask with different, and sometimes conflicting, events happening at the same time.

Minimum Qualifications & Educational Requirements

• High School Diploma - required.
• Bachelors degree relevant to position is a plus!
• Be able to write professionally and clearly (i.e. draft emails, customer letters, notices, etc professionally and clearly).
• Minimum 2 years of office customer service experience required.
• Experience working for a large pet waste cleanup company, a lawn maintenance company or a landscaping company is a PLUS!
• Resume track record that shows commitment to sticking with employers vs job hopping. We are looking for a candidate that will be a long-term employee. It will take a minimum of 1 year to learn the basics of the job and a minimum of two years to know the job well.
• Knowledge of typical business computer applications.
• Knowledge of Apple iPads and iPhones.
• No criminal background - We are a contractor on the military bases, and they require a clean criminal background.
• No drug use policy Must be able to pass a drug test.