What are the responsibilities and job description for the Customer Service Representative / Dispatcher position at Stearns Companies?
Job Description
Job Description
Answers customer calls and records details correctly in order to dispatch the correct workers and equipment in a timely manner.
Essential Job Functions :
- Must work safely
- Must provide great customer service
- Must work as a team
- Promptly answers incoming calls from customers in need of services
- Accurately tracks all calls from initiation through completion
- Coordinates service and schedules of drivers and technicians
- Monitors location of personnel and / or equipment
- Answers multiple phone lines
- Prioritize calls in order to schedule and dispatch workers and appropriate service units
- Determines the response needed for all dispatching situations
- Records, coordinates and maintains records of all calls and dispatches
- Communicates effectively with drivers to ensure they are responding to the correct location and status
- Handles customer complaints and concerns, notifying management of issues beyond their scope of authority
- Manages impound yard inventory
- Contact shippers for loads for OTR driver and follow-up w / payments
- Updates AAA dispatch regularly (at least 2 times per call)
- Contacts customers to collect payments.
- Expected to follow company policies as outlined in the company’s Employee Handbook
- Maintains high attendance standards, including being on time at the start of shifts and when returning from scheduled breaks.
- Participates in training and development of dispatchers
- Performs other duties as assigned by management.
Experience Required :
Skilled Required :
