Customer Service Representative

Customer Service Representative/Dispatcher

Responsibilities

• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences.
• Manage the whereabouts and needs of every technician in the field.
• Record the results of each service call and create report summaries for senior management.
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Update customers throughout the day on the technician's progress.
• Scheduling of all maintenance agreement and tune-ups on a timely basis.
• Taking inbound calls
• Making Outbound follow-up calls.
• Explaining the maintenance club membership to our customer base.
• Selling new memberships (bonus plan offered for new memberships sold)
• Maintaining goal boards update them daily.
• Champion the renewal efforts of all maintenance agreements (bonus plan offered for renewal memberships)
• Support the follow-up calls of any direct marketing done by the company.
• Cross train with Customer Service Rep function to support the service/maintenance team.
• Communicating with customers any specials.
• Debriefing technicians on service calls when necessary.

Experience

• 3 years of customer service experience
• High School Diploma or Equivalent
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust, diffuse conflict and hold others accountable.
• Personality that blends well with a fast-paced, goal-driven environment.

Benefits Overview

• Vacation: 2 weeks after one calendar year from DOH, 3 Weeks after 3 years, 4 weeks after 5 years
• 401K with 3% company match after one year
• 2 Paid Personal Days
• Paid Holidays
• Thanksgiving Day, Day after Thanksgiving, Memorial Day, Labor Day, Independence Day, Christmas Day
• Paid training
• Company Outings