Customer Service Representative

Authority Brands • Fitchburg, MA

72d

About The Position

The Dispatcher is responsible for managing the scheduling of maintenance appointments for Technicians, ensuring effective communication with clients and internal teams. This role requires a strong focus on customer service and operational efficiency.

Requirements

• High School Diploma or equivalent required.
• Above average verbal and telephone communication skills are essential.
• Must have good computer software skills.
• Prior customer service experience preferred.

Responsibilities

• Makes outbound calls to current customers and schedules their yearly maintenances.
• Takes inbound calls.
• Makes every effort to compress call scheduling effectively maximizing productivity and revenue.
• Notifies clients ahead of time if the Technician is not going to arrive at their home within the scheduled time window.
• Re-schedules appointment times at client's convenience as necessary.
• Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians.
• Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the 'Right' Technician is sent to the 'Right' appointment.
• Shares responsibility to ensure that all Technicians arrive at their designated appointments on time.
• Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues.
• Notifies the Operations Manager if a Technician is not performing at maximum acceptable performance standards.
• Enters equipment type and age information for systems into SuccessWare to keep accurate client location data and for generating future sales leads on older equipment.

What This Job Offers

• Industry: Administrative and Support Services
• Education Level: High school or GED