What are the responsibilities and job description for the Dispatcher and Customer Service Representative position at Alaska Pet & Yard Services, L.L.C.?
For over 18 years, Alaska Pet and Yard Services, LLC (APYS) has been providing dog waste cleanup services to over 12,000 customers from South Anchorage to the Mat-Su Valley.
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 working with existing customer base, signing up new customers for service, assist with 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 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
Provide customer service to our customer base.
Work with current customers to update their account and resolve any concerns.
Sign up new customers for service and make customers aware of all available packages before signing them up for service.
Share responsibility of scheduling and routing field team members
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.
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.
Bachelor’s 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 iPad’s and iPhones.
No criminal background - We are a contractor on the military bases, and they require a clean criminal background.
As a remote position, candidate must own a reliable and up to date Windows based PC (not a Apple).
Hours
During first 90 days of training: Monday, Tuesday, Wednesday and Friday - 9:AM to 6:PM. Thursday 8:AM-5:PM
After training: Monday - Friday 8:AM to 5:PM
Apply
Email resume with cover letter to: mike@alaskapetandyardservices.com