Dispatcher / Customer Service Representative

3rd Shift - Overnight

Overview

The role of the Dispatcher is to play an essential role in delivering responsive service to our clients by answering in-bound calls, offering support and finding solutions to their inquiries. They will maintain performance standards, measurements, and corrective devices all geared towards accomplishing call center goals and objectives, while upholding to departmental KPIs. They will frequently report to leadership, examine ways to increase call quality, and overall ensure compliance with company policies.

Key Position Responsibilities

• Receive inbound Customer Service calls and coordinates the daily schedules of service technicians.
• Be the first contact for customers, delivering excellent Customer Service.
• Answer inbound phone calls, resolve caller needs, and provide information
• Receive high volume of inbound calls as well as make outbound calls to existing clients
• Able to quickly identify the client's request or concern and efficiently provide the most effective solution
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgement to determine the best solution
• Proactively gain and maintain a full understanding of our portfolio of products and services
• Efficiently enter accurate and detailed records of client interactions and actions taken
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts

Required Experience and Competencies

• High school diploma or equivalent education, training, or experience.
• 1+ years of Customer Service, dispatcher, or scheduling experience or equivalent education, training, or experience.
• Excellent professional communication skills with demonstrated enthusiasm for providing quality service in a professional environment
• Ability to thrive in a dynamic, team environment while remaining knowledgeable of our evolving industry
• Proven ability to adapt your communication style based on the customer's level of understanding in order to meet their needs
• Ability to manage multiple priorities within a fast-paced environment
• Strong commitment to continuous learning and development
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Excellent written, verbal, and interpersonal communication skills in the English language
• Legal eligibility to work in the U.S.

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