Dispatcher/Customer Service

CUSTOMERSERVICE/DISPATCH

JOBDESCRIPTION

CLASSIFICATION: Non-Exempt

REPORTSTO: Customer Service Supervisor

DATE– UPDATED October 2018

DEPARTMENT: Service and Supply Group (SSG)

JOBPURPOSE/Summary: Provides outstandingcustomer service to our clients by answering their inquiries and placingservice related calls and supply orders to ensure customer satisfaction. Assign service calls to qualifiedtechnicians.

EssentialFunction:

Professionally answers incoming client phonecalls from a que promptly, in a pleasant courteous manner. Responsible for entering service calls andsupply orders in the system accurately and thoroughly. Answer Service Technicians incoming phonecalls. Works closely with the ServiceManager to dispatch service calls to the appropriate technician. Ensures all vital information is communicatedbetween service managers, service technicians and customer service representatives.

Performance Factors:

Attendanceand Dependability: The employee can bedepended on to report to work at the scheduled time and is seldom absent fromwork. The employee observes designated work break/meal periods. Employee can bedepended upon to complete work in a timely, accurate, and thorough manner andis conscientious, about assignments.

Communicationand Contact: The employee is proficient and professional in oral and writtencommunication with superiors, colleagues, and individuals inside and outside theCompany.

Relationshipswith Others: The employee exhibits aprofessional manner and works effectively and relates well with othersIncluding superiors, colleagues, and individuals inside and outside theCompany.

Qualifications:

High school diploma or GEDrequired. Knowledge of customer serviceethics, principles and procedures with previous customer service experiencehelpful. Should possess excellent communication skillswith the ability to maintain patience and composure while dealing withdifficult clients. Should be attentiveto details, with the ability to accuratelyenter information into the computer. Should have the skill of versatility, withthe ability to adapt to many situations, while providing customer focus in adistracting team environment.

Physical Demands:

Theposition would require the ability to talk by expressing or exchanginginformation by means of the spoken word, as well as hearing by perceiving thenature of sounds by the ear. Must be able to visually sit at a computerterminal on a continuous basis for long periods of time. This position requireslight or low amount of physical exertion and is largely a sedentary role;however, some filing is required. This would require the ability to lift files,open filing cabinets and bend or stand as necessary.

Position Type/Expected Hours of Work:

This is afull-time position. Days and hours of work are Monday through Friday, 8:00 a.m.to 5 p.m.

Thisdocument in no way states or implies that these are the only duties to beperformed by the employee occupying this position and is not designed to coveror contain a comprehensive listing of activities or responsibilities that arerequired for this job. Duties, responsibilities and activities may change at any time with or without notice.

Signatures

This jobdescription has been approved by all levels of management:

Manager____________________________________________________

Employeesignature below constitutes employee's understanding of the requirements,essential functions and duties of the position.

Employee__________________________________Date_____________

We areCommitted

We areClient Focused

We are Respectful

We arePassionate

We Do theRight Thing

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to Commute:

• West Reading, PA 19611 (Required)

Ability to Relocate:

• West Reading, PA 19611: Relocate before starting work (Required)

Work Location: In person