CSR/Dispatcher

Do you have a strong ability to multi-task? Do you like figuring out Ikea puzzles? Have you mastered the art of de-escalation? Are you able to conquer your tasks and have time left to spare? Do you enjoy taking on more responsibilities and gaining industry expertise? Are you good at self-managing and want a chance to shine?

We are a bunch of half-crazed, type-A overachievers struggling against the forces of nature! Our owner started selling coolers out of his garage, begging people door to door to give him a chance 30 years ago. And they did! Our company is still growing, and we need YOUR help to keep up with Reno’s population explosion.

We are looking for the RIGHT person to beef up our awesomeness-stats in the Dispatch department. Rock our customers’ worlds! Come support our team of technicians, our area managers, and office staff.

So what’s expected of you here?

• Answer all inbound calls with first person resolution in mind
• Troubleshooting equipment over the phone
• Keeping 13 sales and technician schedules filled with leads and current customers
• Follow up on quotes
• Check and respond to phone, email, and chat messages
• Document customer needs and assign accordingly
• Become an expert so you can solve problems and schedule work without having to transfer a call (easier said than done – so you will always be learning)
• Dispatch service calls and installs as efficient as possible - you must know exactly where you are sending your techs
• Explain service call charges to customers – know the difference between maintenance call-service call -emergency calls and medical call as they are all billed differently- know our policies
• Call every installation the next day to ensure customer satisfaction and provide opportunity for feedback
• Memorize our website and know exactly what specials we have going at any time.
• Talk to technicians at the end of the day and check on their jobs
• Assist CSM in ensuring all rental customers are being serviced according to their agreement
• Assist CSM to track, monitor, scan, mail and communicate all water reports to customers.
• Be able to cover for CSM – learn how to do her job
• Enter and maintain customer information in Service Titan
• Monitor retail leads and schedule appointments
• Know how to run credit checks for customer financing
• Use your common sense, if you make a mistake, own up to it and improve next time
• Ship phone orders out to customers via FedEx, UPS, or USPS

BENEFITS! Because it’s not all bad.

• Generous bonus plans
• Competitive hourly wage starting at $18 /hr DOE
• Health Insurance after probation period
• Paid holidays after probation period
• Paid time off
• 401k match after 2 years
• Profit sharing after 5 years (with certification)
• Continuing education opportunities
• Paid Company trips for team building and continued education

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Reno, NV: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Dispatchers: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location