Dispatcher and Customer Service Representative

Castleworks Home Services Company•Thousand Oaks, CA

1h•$25 - $38

About The Position

This role involves managing incoming calls from customers regarding service and billing, making outbound calls to schedule and confirm appointments, and handling customer concerns to maintain positive relationships. The position requires achieving productivity standards while ensuring high-quality calls and adhering to scripts. Responsibilities include checking voicemails, reviewing the dispatch board, calling customers to schedule appointments, confirming appointments, gathering customer information, providing service recommendations, and assisting other departments. The role also entails providing telephone customer service, troubleshooting problems, prioritizing service requests, updating customer information in Service Titan, ensuring technicians are informed, dispatching technicians, responding to issues, coordinating with departments, directing crews, supervising field unit status, and operating a multi-line telephone console. Additionally, the role involves responding to product and delivery queries and maintaining documentation.

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
Sales experience a plus
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.
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.