Dispatcher and Customer Service Representative

What You’ll Be Doing

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns with the objective of maintaining a positive customer relationship.
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
• Maintain a positive, professional, optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review dispatch board with the dispatcher(s)
• Call customers from the non-emergency after hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.
• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
• Prioritizing service requests to serve the most urgent needs, and technician locations.
• Utilizing Service Titan, add and update customer information.
• Ensure that service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document important information.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Direct crews by making contact through the phone and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records and other important documentation.