Customer Service Representative and Dispatcher

Castleworks Home Services CompanyValencia, CA
5d

About The Position

Tired of feeling like just another number in a big corporation? Ready to join a team that values creativity and fun? Looking for a role where your skills can truly shine? Excited about helping customers build their dream projects?

Requirements

  • Must be able to speak on the phone during the entire work shift.
  • A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
  • Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
  • Strong customer service attitude
  • Ability to manage multiple priorities within a fast-paced environment.
  • Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
  • Highly detailed and organized.
  • Ability to work as part of a team.
  • Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
  • Stress tolerance- thrives in a high-pressure environment.
  • Ability to work evenings weekends.

Nice To Haves

  • Sales experience a plus
  • Bilingual a plus

Responsibilities

  • Answer incoming calls from customers related to service, billing, and other departments promptly.
  • Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
  • Manage customer concerns with the objective of maintaining a positive customer relationship.
  • Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
  • Maintain a positive, professional, optimistic attitude in the workplace.
  • Check voice mail messages from the after-hours answering service.
  • Review dispatch board with the dispatcher(s)
  • Call customers from the non-emergency after hours service to schedule appointments
  • Confirm all scheduled appointments with customers throughout the day.
  • Accurately gather all necessary customer information.
  • Provide recommendations for service and maintenance contracts as appropriate.
  • Assist other departments as needed and perform other duties as assigned.
  • Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
  • Prioritizing service requests to serve the most urgent needs, and technician locations.
  • Utilizing Service Titan, add and update customer information.
  • Ensure that service crews are well informed and ready to go.
  • Dispatch technicians based on emergency and non-emergency calls and document important information.
  • Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
  • Direct crews by making contact through the phone and other field units to the appropriate sites.
  • Supervise the route and status of field units to prioritize their daily schedule.
  • Operate and manage a multi-line telephone console system.
  • Respond to queries related to products and deliveries.
  • Maintain and update call logs, call records and other important documentation.
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