Dispatcher/Customer Service Representative

NC Water Heaters•Raleigh, NC

2d•$45,000 - $60,000•Hybrid

About The Position

NC Water Heaters is looking for the BEST Dispatcher/Customer Service Representative to join our team in our Raleigh office. This role requires knowledge of trade (plumbing, electrical, and/or home remodeling) terminology and nuances to ensure the highest level of success with our customer base. The successful candidate 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 during a CSR's maternity leave. This position is part-time with most shifts in-office and has the potential to become full-time. The office environment is comfortable with a full kitchen, awesome decor, and a great break room, and well-behaved dogs are welcome. This role is part of a team that provides coverage for scheduled and occasional unplanned absences through cross-training.

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

Nice To Haves

Familiarity with Service Titan is a huge plus!

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.