Customer Service Representative/Dispatcher (CSR)

Description

OVERVIEW

Are you looking for an opportunity to work in a fast-paced work environment for a company that provides critical services to thousands of customers? If so, we may be the right fit for you! PriorityOne Group is a full-service commercial kitchen equipment repair company. We provide emergency repair and preventative maintenance services to restaurants, QSRs, convenience stores, retailers, coffee shops, schools, medical facilities and more. Our areas of expertise include refrigeration, cooking, espresso, beverage, and water filtration equipment.

We are hiring full-time Customer Service and Dispatch Associates. This is a full-time, on-site position based at our headquarters in Englewood, Colorado. This is not a remote work position.

Job Summary

As a member of our Customer Service & Dispatch Team, you'll be at the heart of our operations, acting as the crucial link between customers and technicians. Your primary responsibilities will include communicating with customers by phone and email, and coordinating with technicians to ensure work orders are addressed promptly and accurately.

In this role, you will assign service orders to the appropriate technician at the requested or available time, ensuring our customers receive courteous and efficient service. You must remain calm, clear, and in control at all times, especially in high-pressure situations. The ideal candidate is dependable, organized, and thrives in a fast-paced, constantly changing environment.

• Pay Range: $20.00 - $28.00 per hour based on experience.
• Schedule: While PriorityOne Group operates 24 hours a day, 7 days a week, we generally schedule our Customer Service & Dispatch Associates in 8-hour shifts Monday to Friday between 7:00am and 5:00pm. We are willing to consider a Tuesday to Saturday schedule to expand our customer service team available hours.
• Benefits: Medical, Dental, and Vision insurance, Paid time off (PTO), 401(k) with company match, On-the-job training and development opportunities.
  
  

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Requirements

Responsibilities and Duties

• Customer Service: As a Customer Service & Dispatch Associate, most of your day will be spent in an office environment communicating with customers, technicians and other internal teams by phone, email, text or web-based systems.
• Data Entry: Enter service requests into field service management system. Update customer, contact and ticket information in customer relationship management system.
• Dispatch & Scheduling: Prepare schedules and routes based on location and service urgency. Ensure service locations are ready for technician visits.
• Work Order Management: Continuously monitor the status of work orders including SLAs (service level agreement or contractual response times), resolve scheduling issues, and coordinate with other internal departments when work orders are delayed.
  
  

Basic Qualifications

• High school diploma or equivalent
• Experience in dispatch, customer service and/or restaurant management is a plus
• Intermediate experience in Microsoft Office (Outlook, Excel, Word, Teams) and Microsoft Windows based software environments
  
  

Standout Qualifications

• The best candidates will have at least 2 years of related customer service or dispatch experience to accelerate our on-the-job training processes
• Exceptional work ethic and attention to detail
• The ability to multi-task, think critically, and adapt
• Strong organizational and time management skills
• Ability to work independently with minimal direct supervision
• Strong communication skills, both verbal and written
  
  

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is moderate to high.

NOTE. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

PriorityOne Group is an Equal Opportunity Employer. For more information about PriorityOne Group visit www.priorityone247.com or contact us at 1 (303) 577-1285.