Customer Service/Dispatcher

Job Description: Customer Service / Dispatcher

Position Summary:

We are seeking a highly organized and detail-oriented individual to join our team as a Service Dispatcher for Southern Leisure Spas & Patio. As a Service Dispatcher, you will be responsible for coordinating and dispatching service technicians to customer locations for hot tub repairs, installations, and maintenance. Your exceptional communication skills, ability to multitask, and strong problem-solving abilities will be crucial to ensuring efficient service operations and customer satisfaction.

Responsibilities:

1. Dispatching and Scheduling:

- Receive incoming service requests from customers via phone, email, or online platforms.

- Assess the nature of the service request and determine the appropriate technician to assign.

- Coordinate with service technicians to schedule appointments based on availability and customer preferences.

- Efficiently dispatch technicians to customer locations, considering factors such as geographical proximity and workload distribution.

- Maintain a real-time schedule and adjust assignments as necessary to accommodate changes or emergencies.

2. Customer Service:

- Provide excellent customer service by promptly addressing customer inquiries, concerns, or complaints regarding service requests.

- Keep customers informed about technician arrival times, delays, or rescheduling, ensuring a high level of communication and customer satisfaction.

- Act as a liaison between customers and technicians, relaying information accurately and ensuring a smooth service experience.

3. Technician Support:

- Communicate service details and specific customer requirements to technicians, ensuring they have all the necessary information and equipment for the job.

- Troubleshoot basic technical issues over the phone, providing guidance and support to technicians when needed.

- Maintain regular contact with technicians throughout the day, providing updates and assistance as required.

4. Documentation and Records:

- Accurately record service details, customer information, and technician notes in a computerized dispatch system.

- Maintain organized files and records, including service tickets, work orders, and customer databases.

- Prepare and distribute reports on service activities, technician productivity, and customer feedback as required.

5. Coordination with Other Departments:

- Collaborate with the sales team to schedule installations, ensuring smooth transitions between sales and service operations.

- Coordinate with the inventory team to ensure the availability of necessary parts and equipment for scheduled service appointments.

Requirements:

- High school diploma or equivalent; additional education or certification in a related field is a plus.

- Proven experience in dispatching, customer service, or a similar role, preferably within the service industry.

- Excellent organizational skills with the ability to manage multiple priorities and work well under pressure.

- Strong communication skills, both verbal and written, with the ability to interact professionally and courteously with customers and technicians.

- Proficiency in using computerized dispatch systems, databases, and standard office software (e.g., MS Office, Google Docs).

- Technical knowledge or aptitude to understand basic hot tub operations and troubleshoot common issues.

- Ability to remain calm and make quick decisions in emergency or time-sensitive situations.

- A valid driver's license and clean driving record.

Join our team as a Service Dispatcher and play a vital role in ensuring the smooth operation of our hot tub service department. If you are highly organized, customer-oriented, and thrive in a fast-paced environment, we would love to hear from you. Apply today and be part of a dynamic company dedicated to delivering exceptional hot tub services to our valued customers.

Job Type: Full-time

Pay: $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Dispatching: 1 year (Preferred)

Ability to Relocate:

• Arlington, TX 76011: Relocate before starting work (Required)

Work Location: In person