Customer Service Representative/dispatcher - Hicksville, United States - BQ Electric Inc.

BQ Electric Inc.

Verified Company

Hicksville, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position:
Customer Service Representative/Dispatcher

Pay:
$25-$35 an hour plus bonus

Location:
Hicksville, NY

Hours:

Full-Time

8 hour shift

Day Shift

Monday to Friday

Weekend Availability

Over Time

Benefits:

Performance Bonuses
Health Insurance
Paid Time Off
Dental Insurance
401k
Vision Insurance
Life Insurance
Referral Program
Flexible Spending Account
Health Savings Account
Parental Leave
Professional Development Assistance
Employee Assistance Program

Required Knowledge, Skills, And Abilities:

Minimum two years of customer service experience.
Prior experience in a dispatch/CSR role is preferred.
Experience with ServiceTitan or similar CRM software is a plus
Geographical knowledge of the service area and/or map reading skills.
Advanced communication and customer service skills.
Experience in using Microsoft Word and Excel

Educational/Certification Requirements:

GED or High School Diploma.

Physical Requirements:

Ability to operate a personal computer and related equipment.
Ability to sit for long periods of time.
Must have sufficient auditory functioning and visual acuity to operate computeraided call management hardware, software, and communications equipment.
Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
Must be able to work extended hours and weekends.
Work assignments may be performed with or without reasonable accommodation to a known disability.

Summary:

The Customer Service Representative/Dispatcher (CSR/DSR) ensures that a client's first interaction with our organization is first-rate in terms of service quality.

The CSR/DSR provides options for service appointments and sales appointments and is required to hold call center performance metrics. They schedule technician appointments at customer sites and facilitate communication among technicians, customers, and the company.

Primary Responsibilities:

Maintains the scripting required and provided by Best Quality for quality and efficient interactions with the inbound client base.
Offers appointment windows, ancillary products, and services that contribute to achieving the call center sales quota daily, weekly, and monthly.
Maintains the electrician's schedules and dispatches electricians as service calls are completed
Schedules electrician return trips with customers to complete jobs after the arrival of parts
Enters service calls, schedules calls, and generates call debriefing with electricians daily.
At the direction of the Call Center Manager, engages in outbound calling activities to secure the appropriate number of calls required for a successful service operation.
Maintains customer database, ensuring complete, accurate, and updated entry of information.
Responds to customer inquiries regarding company schedule, requested lead times, equipment service, service invoicing, and general inquiries.
At the request of the Call Center Manager, may be required to perform administrative duties to assist with the overall efficiency of the operation.
Enters service calls, schedules calls and generates call debriefing with technicians daily.
Reviews completed service work orders for accuracy.
Prepares invoices and time cards for processing.
Participates in all companysponsored training classes.
Effectively manages conflict resolution with clients through clear communication, promptly addressing all concerns, questions, or problems.

Always Maintains A Professional Image By: