Customer Service Representative/ Dispatcher (32182)

CEC COMPANIES • Irving, TX

2d • Onsite

About The Position

As a Customer Service Representative (CSR) at CEC, you will schedule service calls and route service crews to make needed repairs and complete scheduled projects. This position will report to the office to be able to immediately communicate with the service managers. The CRS will work on situations quickly to resolve service calls, including emergency calls, while still maintaining composure and exemplary customer service. The CSR reports to the service manager and works within a team-oriented environment. Travel is not required.

Requirements

• High school diploma, GED, or its equivalent required.
• Valid driver's license with clean, insurable driving record.
• Detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Strong problem solving and critical thinking skills.
• Proficient using a computer and Microsoft Office and aptitude for learning new technologies.
• Ability to provide unparalleled customer satisfaction.
• Excellent verbal, phone, and interpersonal skills.
• Strong mechanical and installation understanding of the tools and equipment that technicians use.
• Self- sufficient, motivated, proactive, and able to find and organize customer base and service-related information.
• Must be able to work 8 hours a day, 40 hours per week, and overtime as required and night or weekend shifts, as needed.

Responsibilities

• Answer Phones - Service dispatchers answer incoming phone calls to schedule service appointments for customers.
• Write Work Orders - Gather detailed address information from customers and get a basic overview of the service need. Then relate these details to the service crew that will answer the call.
• Prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible.
• Dispatch Service Crews - Dispatch service crews to scheduled appointments and to emergency situations.
• Communicate with Service Crews - Answer incoming radio calls from service crews, who report when they arrive at and leave jobs, and log this information into the dispatch system. This includes addressing any emergency situations service crews may encounter and relaying information to management or other departments as needed.
• Answer Customer Questions - Answer customer questions and address customer problems, manages assigned accounts, invoicing and processes information pertaining to small service quotes.
• Provide support, information, and new assignments to Service Technicians
• Maintain Customer Files - Service dispatchers add customer information to digital filing systems and log information into customer files when scheduling service calls.
• Performs other related duties as assigned to ensure efficient and effective processes, completion of projects and smooth operation of department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED