Customer Service Representative

Job Summary: To perform this position successfully, the customer service representative must be able to complete all tasks and fulfill all responsibilities for this position in a satisfactory manner while achieving all company objectives for customer service as defined and approved by the dispatch and customer service team leader.

Customer service/dispatch representatives are primarily responsible for providing customer service support to the organization by obtaining, analyzing, and verifying the accuracy of order information in a timely manner. Initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction.

Employment Category: Regular, Full-time
Requisition Type: Non-Exempt Essential
Education/Certification Required: High School or equivalent

Function and Basic Duties:

  • Promptly and efficiently answer all incoming calls into a custom software package and maintain office information.
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions.
  • Follow-up with our valued customers by communicating schedule changes, respond to customer questions and confirming appointments.
  • Review scheduling for efficiency and pre-qualifying of service request for potential needs.
  • Provide support for our technical team with accurate consumer information, scheduling changes, weather or traffic alerts, etc.
  • Accurately receive and record all pertinent information supplied by field technicians by paperwork, phone, e-mail, or text messaging.
  • Record service information and enter post-service reports as necessary.
  • Incoming telephone calls are always answered within three rings and in accordance with the “script” provided by the company.
  • Attends company and/or department meetings as necessary.
  • Although this is not a routine, when necessary, the customer service representative will assist in the performance of duties normally performed by other positions.
  • Ensures that all customer service activities are conducted in an ethical, legal, and businesslike manner.
  • Adhere to all company policies and procedures and follow the Company Code of Values.
  • Perform miscellaneous duties as assigned.

Qualifications:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrate a passion for excellence with respect to treating and caring for customers.
  • Has a “thick skin” and is able to handle complaints and unpleasant customers and has a pleasant, patient, and friendly attitude.
  • Performs all necessary duties in a manner that is personally cooperative and supportive of all other members of the company personnel.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and improves office efficiency and productivity.
  • Willing to work a flexible schedule and occasional overtime when needed.
  • Possesses a strong work ethic.

 Skills/Abilities:

  • Strong organizational skills, detail orientation, and good communication/listing skills.
  • Ability to communicate clearly and professionally, in English both verbally and in writing.
  • Professional appearance, dress, and attitude.
  • Excellent interpersonal skills and works as a team player.
  • Knowledge of scheduling and dispatching.
  • An aptitude for solving problems.
  • Knowledge of computer keyboard and internet access.
  • The ability to do routine business mathematical calculations (add, subtract, multiply, and divide).
  • Maintains knowledge of the products and services sold by the company and those offered by competitors.