Customer Service/Dispatcher

Cobra Deck and Concrete is looking for a full-time customer-oriented Dispatcher, an individual who has the vision to see the big picture, put puzzle pieces together, likes working with a team to get the job done. Cobra provides the highest quality deck, wood, and hardscape cleaning, staining and restoration services to the greater Raleigh-Durham area. We provide a friendly and caring work environment with lots of challenging and engaging work. You will play a vital and pivotal role in the efficient operation of the office, interacting regularly with the sales and service team members and the other office team members as well as being in daily contact with our customers.

Job Summary
We are seeking a highly organized and detail-oriented individual to join our team as a Dispatcher for our exterior restorations company. As a Dispatcher, you will play a crucial role in coordinating and scheduling service calls for our technicians. Your primary responsibility will be to ensure that all service requests are assigned to the appropriate technician and that they are dispatched in a timely manner. If you are a motivated individual with a passion for organization and customer service, we would love to hear from you

Responsibilities

• Answer incoming calls. Conduct outbound calls to existing customers. (No cold calling)
• Control all scheduling and organization on the dispatch board.
• Assign service calls to the appropriate technician based on skillset, location, and availability.
• Coordinate with technicians to ensure they have all the necessary information and equipment to complete the service call.
• Monitor the progress of service calls and provide updates to customers as needed.
• Maintain accurate records of service calls, including technician assignments, arrival times, and completion times.
• Handle customer inquiries and resolve any issues or concerns related to service calls.
• Collaborate with other departments to ensure smooth communication and coordination of service operations.
• Resolve any open or incomplete tickets on board from the previous day.
• Assist in scheduling preventive maintenance visits and follow-up appointments.

We are an established locally owned and operated company with a reputation for our customer service looking to add to our team. We not only highly value our customers, but our employees as well. We understand a significant contributor to our ability to provide that great service to our customers is in the supporting and valuing of our employees.

Requirements

• Strong Dispatcher managing multiple technicians’ schedules (3yrs experience required)
• Outdoor Restoration or related dispatch industry experience (Home repairs, HVAC, Windows, Flooring, etc.)
• Experience with handling multiple incoming calls at the same time.
• High levels of positive energy and excellent customer service.
• Customer orientation and ability to adapt/respond to different types of characters.
• Critical thinking skills.
• Multi-tasker who enjoys working in a fast-moving environment.
• Extensive communication skills written and spoken.
• Excellent computer and data entry skills with good working knowledge of Microsoft, Windows, and Google products (Sheets, Gmail, Docs, Meet)
• This position requires the candidate to work remotely in a home office setting that allows the candidate to be able to work efficiently with few distractions. Preference will be given to candidates with experience working virtually.

Mental Demands: Must have the ability to listen, reason, think, concentrate, and interact with others. The ability to exercise self-control and work under stressful conditions is necessary, particularly in customer relations situations. Cobra’s focus in 2024 is to meet customer communication demands.

Knowledge: Must have a thorough understanding of Raleigh-Durham area. Understanding geography, spatial relations, and traffic patterns is a must. Secondary training in supervision/management, marketing, or sales is desired.

Skills: Must have well-refined verbal and written communications skills. Organizational skills and a self-directed work ethic are essential. Must be a strong communicator with effective listening skills. Able to prepare and present clear, concise, and accurate reports to members of management.

Additional opportunities: We’d like to hear about your experience in sales, marketing, social media management, CRM building, or any other experience you might bring to the growth of a small business!

If you are a talented and motivated individual that is detail oriented and is able to work as a team member to ensure superior service to all of our customers and would enjoy working in a place where you are truly appreciated and respected, then we would like to sit down with you to learn what you are looking for both professionally and personally and to be a part of your future.

This position is a home-based position. You will need your own computer, reliable internet, and dedicated private space to eliminate distractions. At this time we will only consider candidates living within 50 miles of Raleigh NC.

Hours: Monday – Friday 8am – 5pm

Pay: Negotiable depending on experience. Includes health compensation, 401k matching, and PTO.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• On call

Education:

• High school or equivalent (Required)

Experience:

• Dispatching: 3 years (Required)

Work Location: Remote