Customer Service Representative

The Customer Service Representative/ Dispatcher is primarily responsible for service request entry and assigning service calls to technicians.

Respond to and resolve post service inquiries and issues such as service status questions, warranty inquiries, and customer complaints. Communicate with all departments to coordinate ordering of needed supplies for customers and technicians, customer quotes and customer concerns.

Paid training will be provided on the job.

Job Responsibilities:

• Processes customer service requests email, telephone.
• Handles customer questions and issues, researches and resolves customer problems.
• Expedites service when needed.
• Answers basic service questions.
• Completes other assigned duties as needs arise.

Experience & Skills:

• Telephone skills - MUST HAVE some call center experience and be able to maintain a helpful tone and attitude throughout contact while portraying a professional image.
• Customer focused - good interpersonal skills, enjoys interacting with people.
• Communication skills - verbal and written proficiency to concisely delivery a clear and accurate message.
• Active listening skills - listen to customer requirements to understand root cause and mirror customer style
• Problem solving skills/questioning skills - asks effective questions to find key indicators to resolve problem.
• Decision making skills - follows procedures and code of ethics, makes decisions based on collection of facts, makes decisions and executes, open to new ideas, sensitive to costs.
• Team player - is result oriented and uses and shares resources within team, vigilant of metrics and supports peers.
• Organization and time management skills-can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines, can multitask and able to work under pressure. Excellent follow up skills to ensure task completion.
• Ability to handle difficult situations - stays calm while handling challenging customers, shows empathy, guides customer to stay on task.
• High level computer and keyboard/mouse skills - comfort in a windows environment.

Qualifications:

• 2 year previous experience in a service environment or related customer service role.
• Basic plumbing knowledge and dispatching experience is a definite plus. Willing to train the right candidate.

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)
• Call center: 1 year (Required)
• Dispatching: 1 year (Preferred)

Work Location: In person

Salary : $14 - $16