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. Not just any Dispatcher/Customer Service Representative, our ideal candidate will have knowledge with trade (plumbing, electrical, and/or home remodeling) terminology and nuances related to the field to ensure the highest level of success with our customer base. This amazing person will drive customer satisfaction by optimizing the schedule, fielding inquiries, addressing pain points and maintaining extensive product knowledge. Our Customer Service team rotates schedules to enjoy routine 3 day weekends without having to use PTO! Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This position in full time in the office. Don't worry, the office is super comfortable with a full kitchen, awesome decor and great break room. We even bring our well behaved dogs to work! 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. Familiarity with Service Titan is a huge plus! About NC Water Heaters: NC Water Heaters is a home services company dedicated to supporting homeowners maintain their biggest investment. Our employees enjoy a work culture that promotes looking out for one another. We work as a team through challenges and celebrate each other’s successes. NC Water Heaters benefits include medical insurance, paid time off, 401k match, dental and life insurance, monthly production incentives, tuition reimbursement for career development courses related to your position, and company sponsored events.

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

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.