Dispatcher/Customer Service Representative

NC Water Heaters•Raleigh, NC

1d•Onsite

About The Position

NC Water Heaters is looking for the BEST Dispatcher/Customer Service Representative to join our team in our Raleigh office. This amazing person will drive customer satisfaction by optimizing the schedule, fielding inquiries, addressing pain points and maintaining extensive product knowledge. This position will cover evenings and weekends, as well as daytime coverage while one of our CSR's is out on maternity leave. This position has the potential to become full-time. Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This position is part time with most shifts in-office. This position is part of a team that covers each other through scheduled and occasional unplanned absences, cross-training to make sure nothing falls through the cracks.

Requirements

3-5 years proven experience in a comparable role
Excellent written and verbal communication skills
Ability to address complaints and issues with effective solutions and a positive attitude
Passion for delighting customers with above and beyond service
Excellent time-management and prioritization skills

Nice To Haves

Knowledge with trade (plumbing, electrical, and/or home remodeling) terminology and nuances related to the field
Familiarity with Service Titan is a huge plus!
Familiarity with Service Titan or comparable CRM system

Responsibilities

Manage inbound customer communications - Answer incoming calls and emails to address customer questions, requests and issues.
Resource Allocation : Assign technicians to specific locations based on urgency and skill, optimizing the daily job board.
Real-Time Monitoring: Track the location and status of technicians using GPS and specialized software.
Track interactions in CRM - Record customers interactions in internal system for cross-functional awareness and relationship development.
Contribute to routine CSR tasks - Follow-ups, Communicate with Technicians on call, Account Receivable tasks and others.