Customer Service Representative - Dispatcher

SERVICE CUSTOMER CARE REPRESENTATIVE

JOB PURPOSE AND OBJECTIVES

Ensuring customer satisfaction in aftermarket support and invoicing accuracy with timely and appropriate support for end-users and service technicians. Receive and process service and parts calls from customers. Monitor compliance with select service department policies and procedures. This position reports to the Service Manager, Service and Parts Manager, Customer Care Manager or Field Service Manager.

PERCENTAGE OF TIME KEY TASKS

10-20% Service Call Intake and Dispatch Receive service repair and maintenance requests from customers and enter branch software. May assign service work and dispatch field service technicians to customer locations based on geographic location, skill level of the technicians and a planned maintenance schedule. Communicate with field service technicians to relay service request information. Enter Company owned equipment repair information.

40-50% Work Order Processing Collect and verify work orders are submitted. Enter service repair information, including repair description, parts usage, labor hours, and payroll hours. Verify accuracy and generate invoices for mailing. 10-20% Maintenance Agreements Enter maintenance agreements into branch software for service and billing purposes and update as necessary.

10-20% Service Support Maintain customer and technician landmarks in the GPS Tracking System. Monitor the GPS tracking information and clocking to ensure adherence to travel policies. Monitor clocking, lunches, overtime authorization, and planned maintenance labor hours. Monitor work in process report and planned maintenance completion. Report any compliance issues to management.

10-15% Process Parts Orders Receive calls and process parts orders from customers, service technicians, and parts vans. 05-10% Miscellaneous Maintain and update customer and equipment information. Prepare credit requests and process once approved. Create and run service reports as requested by management. May provide back up support for parts customer care. Perform other duties as assigned. MINIMUM QUALIFICATIONS Less than 2 years related experience High school diploma or equivalent Occasional travel

(0-5%) Overnight stays unlikely Reviewed 12/5/2023 PREFERRED QUALIFICATIONS Good communication, analytic, customer care, and computer/data entry skills. Ability to work in a team environment. PHYSICAL AND MENTAL REQUIREMENTS Per 8-hour shift. Must be able to sit 6 hours, stand 1 hour, walk 1 hour, see, talk, and hear. Must be able to frequently keyboard and use the mouse. Must be able to occasionally reach below knee level, reach above shoulder level, climb stairs. Must be able to occasionally work with arms outstretched and work above chest level. [If incumbent must provide back-up

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Hayward, CA 94544: Relocate before starting work (Required)

Work Location: In person