Customer Service Rep/Dispatcher

CUSTOMER SERVICE/DISPATCHER
As the most respected leader in pool service, repairs, and renovations in the Florida market, Reef Tropical is experiencing tremendous growth and looking to add a Customer Care Agent/Dispatcher!
WHAT YOU'LL DO: The role of a Customer Service/Dispatcher is to help customers understand the services being offered by Reef Tropical and answer inquiries by phone, e-mail, web chat, or social media. A Customer Service/Dispatcher also handles concerns, complaints, or other issues. The job is to help ensure customer satisfaction and loyalty while treating customers with care, empathy, education, and a friendly voice. Customer Service/Dispatcher also helps promote continued customer interest in Reef Tropical services. An excellent Customer Service/Dispatcher must be an organized, reliable, and results-driven professional and must have excellent Customer Service and communication skills. Some of the job responsibilities will include:

• Communicate with current and potential customers via telephone, email, or other inbound methods
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
• Maintain a courteous and calm manner at all times to de-escalate stressful situations
• Document personal information in Service Titan to create, update, or adjust customer accounts
• Suggest additional services around repair and renovation to maintenance clients
• Answer inbound calls or generate outbound calls
• Work collaboratively with the Operations Managers and field teams to communicate issues and drive to resolution
• Provide feedback to other departments to help improve sales, marketing, and business processes.
• Dispatch Technicians

WHAT WE ARE LOOKING FOR:
We are looking for the Customer Service/Dispatcher to be committed to delivering exceptional service to both internal and external customers, being skilled at working with a diverse team and helping to grow the Reef Tropical organization. You should have strong written and communication skills, as well as a strong organizational skills. As a Customer Service/Dispatcher, you will be instrumental in ensuring that the branch location is providing exceptional Customer Service and attending to the daily tasks needed at the branch location as well as:

• High School Diploma/GED
• 2 years minimum experience in a client/customer-facing position
• Excellent written and verbal communication skills
• Bi-lingual - Spanish / English required
• Demonstrated organizational skills including attention to detail and multi-tasking skills

MEASUREMENT OF SUCCESS

• Consistent and continual improvement in key Customer Care KPIs around call resolution time, call abandonment, wait time, cancel saves
• Improvement of NPS score

SKILLS TO BE DEVELOPED

• Build skills in Service Titan platform
• Highly skilled in Microsoft Office
• Understand inbound omnichannel consumer touchpoints (phone/text/email/chat)

Compensation & Benefits
Pool Centurion offers a salary commensurate with your experience. We strive to enrich the lives of our team and offer a variety of health and wellness benefits, paid time off, 401K, and an environment that celebrates continuous learning and development.
EQUAL OPPORTUNITY EMPLOYER
Pool Centurion promotes diversity of thought, culture, and background. We celebrate what makes us different and are committed to building a team that represents various experiences. All employment is decided based on qualifications, merit, and business need.
Salary Description
$19-$22