Position: Customer Service Representative/Dispatcher

Pay: $25-$35 an hour plus bonus

Location: Hicksville, NY

Hours:

Full-Time

8 hour shift

Day Shift

Monday to Friday

Weekend Availability

Over Time

Benefits:

• Performance Bonuses
• Health Insurance
• Paid Time Off
• Dental Insurance
• 401k
• Vision Insurance
• Life Insurance
• Referral Program
• Flexible Spending Account
• Health Savings Account
• Parental Leave
• Professional Development Assistance
• Employee Assistance Program

Required Knowledge, Skills, And Abilities:

• Minimum two years of customer service experience.
• Prior experience in a dispatch/CSR role is preferred.
• Experience with ServiceTitan or similar CRM software is a plus!
• Geographical knowledge of the service area and/or map reading skills.
• Advanced communication and customer service skills.
• Experience in using Microsoft Word and Excel

Educational/Certification Requirements:

• GED or High School Diploma.

Physical Requirements:

• Ability to operate a personal computer and related equipment.
• Ability to sit for long periods of time.
• Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software, and communications equipment.
• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
• Must be able to work extended hours and weekends.
• Work assignments may be performed with or without reasonable accommodation to a known disability.

Summary: The Customer Service Representative/Dispatcher (CSR/DSR) ensures that a client’s first interaction with our organization is first-rate in terms of service quality. The CSR/DSR provides options for service appointments and sales appointments and is required to hold call center performance metrics. They schedule technician appointments at customer sites and facilitate communication among technicians, customers, and the company.

Primary Responsibilities:

• Maintains the scripting required and provided by Best Quality for quality and efficient interactions with the inbound client base.
• Offers appointment windows, ancillary products, and services that contribute to achieving the call center sales quota – daily, weekly, and monthly.
• Maintains the electrician's schedules and dispatches electricians as service calls are completed
• Schedules electrician return trips with customers to complete jobs after the arrival of parts
• Enters service calls, schedules calls, and generates call debriefing with electricians daily.
• At the direction of the Call Center Manager, engages in outbound calling activities to secure the appropriate number of calls required for a successful service operation.
• Maintains customer database, ensuring complete, accurate, and updated entry of information.
• Responds to customer inquiries regarding company schedule, requested lead times, equipment service, service invoicing, and general inquiries.
• At the request of the Call Center Manager, may be required to perform administrative duties to assist with the overall efficiency of the operation.
• Enters service calls, schedules calls and generates call debriefing with technicians daily.
• Reviews completed service work orders for accuracy.
• Prepares invoices and time cards for processing.
• Participates in all company-sponsored training classes.
• Effectively manages conflict resolution with clients through clear communication, promptly addressing all concerns, questions, or problems.

Always Maintains A Professional Image By:

• Following safety policies and procedures.
• Abiding by ALL standards of performance and code of ethics.
• Maintaining a courteous demeanor with all customers and associates.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekends as needed

Work Location: In person