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    Dispatch Coordinator Lead- HVAC Industry - Wisconsin, United States - Ultimate Staffing

    Ultimate Staffing
    Ultimate Staffing Wisconsin, United States

    3 weeks ago

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    Description

    Job Duties:

    • Serve as a dispatcher when needed.
    • Perform all Customer Service Representative (CSR) tasks and train new call center team members.
    • Create training materials and strategies in collaboration with the Customer Success Manager.
    • Support CSRs and help with call scheduling during busier periods.
    • Be the main point of contact for CSR queries and handle escalated calls.
    • Ensure calls are properly scheduled and calendars are well-maintained.
    • Offer flexible coverage, including occasional weekends if required.
    • Ensure CSRs follow all processes, procedures, and policies.
    • Review calls and assignments, update the team on marketing campaigns, and assist with training materials.
    • Monitor purchase orders, conduct follow-up calls with customers, and oversee memberships.
    • Manage and organize customer accounts, respond to online feedback, and update Top Performer Spotlight reviews.
    • Perform any other assigned tasks.

    Requirements:

    • 1+ years of experience with ServiceTitan (preferred).
    • 5+ years of customer service experience with at least 1 year in a leadership position.
    • Demonstrated success in customer service.
    • Proficiency in computer applications and phone systems.
    • Highly organized with strong communication abilities.
    • Ability to establish trust and show empathy.
    • Positive mindset and ability to excel in a dynamic setting.

    Additional Information:

    • Pay: $26-32 per hour
    • Schedule: Monday-Thursday 8:00am-4:30pm, Friday 8:30am-5:00pm
    • Location: Onsite in Saint Paul office (relocating to West St. Paul by September)
    • Benefits: 100% Employer-Paid Health Insurance, Vision + Dental Insurance, HSA, 401k with 2-5% match, PTO

    All suitable candidates will be considered for the job fairly, disregarding factors like race, gender, religion, or background. The hiring process complies with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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