Customer Service Advisor

BAY CITY EQUIPMENT INDUSTRIES INC•Rancho Cucamonga, CA

2d•$30 - $40•Onsite

About The Position

Our company has been around for over 75 years and is family owned, with a growing foothold in the Los Angeles market. We value our employees and “hire to retire,” with team members working for our company for 10, 20, 30 and even 40 years! We run the business with clear goals and solid financials and have doubled in size over the last 5 years. We are looking for a Customer Service Advisor who embraces our core values and is excited about joining the team. Our Service Coordinators schedule our technicians’ work for a designated geographical region, acting as the glue between our customers and our technician team. Service Coordinators ensure that our customers receive excellent customer service and that our team of technicians is scheduled to their ability level.

Requirements

3 years of dispatching and scheduling service technicians, or industry related or similar work experience strongly preferred
High school diploma/GED or equivalent work experience
Excellent internal and external customer relations skills
High Attention to detail
Strong Phone Skills
Work with a sense of urgency to assess and manage service priority situations
Responsive to customer inquiries; Excellent written and verbal communication skills
Able to stay calm under pressure with changing priorities
Ability to balance work load, switching between multiple tasks throughout the day
Ability to think critically, problem solve and make effective decisions
Ability to meet deadlines and make critical decisions in a fast-paced, dynamic environment
Computer literate in MS Office (Word, Excel, etc.), especially experience with significant email volume

Nice To Haves

Knowledge of generators, diesel engines and mechanical aptitude preferred

Responsibilities

Schedule and dispatch technicians’ time efficiently for preventative maintenance, planned repairs, and emergency maintenance for our customers, within established response times
Receive customer calls and emails requesting service. Prioritize and schedule service, as appropriate.
Schedule work strategically, to make the best use of Technician skill levels and minimize drive time between jobs
Coordinate with Accounting & Billing teams to resolve any billing issues for services provided
Populate purchase orders for scheduled service work, to ensure parts team orders and supplies necessary parts for technicians and that accurate billing can be generated
Write service repair quotes for customers
Review work orders for accuracy (parts, labor, etc.) prior to scheduling
Assist with after hours On-call dispatching on a rotating basis – covering a one week period, in rotation with other team members.