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Form of workApollo Home has been serving the Greater Cincinnati area since 1910! At Apollo, we strive to deliver Peace of Mind for our customers- Health, Safety, Comfort and Efficiency through an unusually professional approach in how we provide solutions to our members. We recognize that achieving our mission is only possible if we develop the very best talent in the industry.
Dispatch Representative
No experience necessary- we will train Customer Service Professionals eager to learn!
As a dispatcher, you will work as part of a dynamic and passionate team to ensure desired sales metrics. You will match the right technician to every job, helping achieve the company’s financial goals.
Dispatch Responsibilities
- Schedule and coordinate all booked calls. Monitor calls in unassigned.
- Evaluate booked calls and assign the best technician to each service appointment.
- Maximize revenue by maintaining complete control over scheduling service and maintenance calls with customers and monitor technicians’ performances.
- Meet daily revenue goals by prioritizing the most urgent and profitable calls.
- Relay accurate information to technicians, ensuing proficient, quality customer experiences; including any special instructions.
- Update customers throughout the day on the technician’s progress.
- Hold morning briefing on D-board with Service Manager and update throughout the day.
Including:
- Number of Calls on D-board.
- Opportunity Calls
- Be professional and establish customer rapport, encouraging repeat business.
- Respond to customer requests, resolving issues and promoting the brand.
- Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
- Working with the Service Manager, develop contingency plans for busy times.
- Debrief Service Technicians after completion of each call.
- Follow up - respond to all messages left through on call answering service.
- Forecast workload for 2 – 3 days out review with Service Manager.
- Contact customers with a “Parts Pending” status as parts are received for scheduling.
- Update customer files as information is received from installation or service.
- Take incoming customer calls during times of high volume or coverage purposes.
- Other duties as assigned.
Requirements
- Proven track record in customer service or dispatch.
- IT competent; good typist and proficient with phone systems.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Passionate about ABC Company and loves the brand.
- Ability to build trust, diffuse conflict and hold others accountable.
- Bachelor degree or equivalent is a plus.
- Engaging personality that blends well with a fast-paced, goal-driven environment.
- Competitive individual contributor who also loves to win as a team.
- Highly motivated, flexible and great attitude on life.
- Advanced customer service skills.
- Ability to multi-task
- Flexible schedule must be able to work second shift
