Customer Service Representative/Dispatcher

Position Overview: Will schedule and route calls as needed; Primary communication between the company and customers.
Will also assist office manager with clerical work as needed.
CSR Responsibilities: · Responsible for receiving service calls and adding to dispatch board for dispatcher.
· Responsible for retaining and entering the customers' information correctly as adding to dispatch board.
· Have customer service skills, data entry skills, ability to multitask and work with the dispatcher.
· Be able to pay attention to details of each caller; need to verify accurate spelling, information and any pertinent information that will help the tech assigned.
· Be able to take very detailed notes of anything the customer needs us to know in order to make the appointments.
· Office skills (copies, shredding, laminating, computer skills, etc) · Maintain timecards.
· Keep in touch with the Office Manager daily.
· Make overdue calls as assigned by Office Manager.
· Be the liaison between Collection's Dept and Office Manager as needed.
· Keep up with appointments and off days of employees and employers.
· Make happy calls to customers.
· Help with Google review responses.
Dispatcher Responsibilities · Coordinates and manages service calls.
· Responsible for scheduling and routing calls from dispatch board with help of the Service Manager.
· Need to verify information with customers when making appointments.
· Responsible for communicating with customers and technicians when setting up appointments.
· Be able to problem solve in the event the schedule is filling fast, or the customer is getting upset.
· Need to prioritize calls according to urgency and importance/balance the workload for where the job is located.
· Need excellent communication skills, be able to multitask and remain calm under pressure.
· Keep track of the guys through fleet and make sure they are putting their notes in accordingly.
· Assist CSR and Managers as needed.
· Make sure all jobs are closed out daily with pertinent notes from the tech added of what they have accomplished on the job.
· Stay in constant contact with the plumbers and techs until the end of the day.