What are the responsibilities and job description for the Customer Care & Dispatch Specialist position at Excell Refrigeration?
Job Description
Job Title:
Customer Care & Dispatch Specialist
Location:
Riviera Beach, FL
Reports To:
Service Operations Manager
Main Office/No remote work
Application Instructions:
Please follow the following steps to be considered for this position:
- Fill out the Excell Application for work: https://www.excellrefrigeration.com/join-our-team/
- Fill out two Predictive Index assessments: https://assessment.predictiveindex.com/bo/4WV/CX_CSR
Summary:
The Customer Care & Dispatch Specialist at Excell Refrigeration plays a vital role in ensuring our customers receive outstanding support throughout their journey with us. This position is accountable for overseeing incoming service requests, dispatching technicians based on priority and location, and providing exceptional customer support throughout the service process. The ideal candidate will thrive in a fast-paced environment, demonstrate excellent communication skills, and have a keen attention to detail. This position requires a blend of customer service expertise, problem-solving abilities, and logistical coordination to ensure timely and high-quality service delivery.
Excell Culture and Perks:
- Commitment to work-life balance
- Comprehensive training and professional development opportunities
- Supportive environment focused on your success and well-being
- Culture of excellence fostering teamwork and accountability
- Competitive compensation and benefits package
Responsibilities:
ESSENTIAL JOB DUTIES:
- Route Planning & Scheduling: Assign technicians to service requests based on severity, ensuring timely response and prioritization according to urgency. Generate service requests and dispatch technicians promptly, ensuring meticulous attention to detail and a high standard of accuracy.
- Real-Time Problem Solving: Monitor operations in real-time, addressing any delays, cancellations, or rerouting requests promptly to minimize disruptions and maintain service efficiency.
- Communication: Serve as one of the primary points of contact for drivers, customers, and internal teams, ensuring clear and timely communication.
- Customer Service: Handle customer inquiries, complaints, and requests, ensuring a high level of service quality and resolving issues as quickly as possible.
Education and Experience:
- Interest in learning and expanding your skills
- Proactive team-oriented attitude
- Proficiency in customer service software and Microsoft Office Suite
- Clear verbal and written communication skills
- Detail-oriented and organized with the ability to handle multiple tasks
- Proactive attitude
- Previous experience in customer service is a plus
- High school diploma or equivalent; additional education
- Training in customer service or related fields is a plus
- Predictive Index training is a plus
- Proficiency in customer service software and Microsoft Office Suite
- Clear verbal and written communication skills
- Detail-oriented and organized with the ability to handle multiple tasks simultaneously
- Strategic problem solving skills
Excell Benefits:
- PTO (paid time off) / 6 paid holidays
- Competitive pay
- Group health insurance, dental, vision, short-term disability, and life insurance
- Supplemental fringe benefits, critical illness, cancer, accident/injury, wellness, disability, life insurance, and gap plan available
- 401(k) retirement program with company matching dollar for dollar up to 3% of salary
NOTE: This job description reflects the company’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Assigned tasks are subject to change at any time due to company discretion, job requirements, reasonable accommodation, or other reasons.
