Customer Care Representative/Dispatcher

Pacific Office Automation Inc.; Boise (ID); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Advancement opportunities

Medical/Dental/Vision/Life insurance

Matched 401k

PTO, Vacation, Sick Leave

FSA/HSA programs

Job summary

Pacific Office Automation (POA) in Boise, ID, is seeking an entry-level Customer Care Representative/Dispatcher. The ideal candidate will be detail-oriented with strong problem-solving skills, excellent telephone and customer service abilities, and will train on IT ticketing and dispatch processes.

The role involves answering support calls, creating tickets, escalating issues, and coordinating with technicians and sales staff. Growth opportunities and comprehensive benefits are offered.

Qualifications

• No experience necessary; training provided.
• Experience using IT ticketing support systems.
• Experience using Unified Communications for business solutions (Call Handling).
• Strong phone and verbal communication skills with active listening.
• Ability to multi-task in fast-paced environments.
• High attention to detail and strong organizational skills.
• Experience with Microsoft Word and Excel.
• Bi-lingual is a plus.

Responsibilities

• Answer incoming support calls
• Create support tickets on behalf of customers
• Identify and escalate issues to Helpdesk
• Document all call information according to standard operating procedures
• Use basic computer applications
• Communicate with customers, technicians, and salespeople
• Schedule service calls
• Meet monthly service goals
• Recognize, document, and alert the management team of trends in customer calls
• Route calls to appropriate resources

Skills

Phone communication

Active listening

Multitasking

Detail-oriented

Tools

IT ticketing systems

Unified Communications

Microsoft Word

Microsoft Excel

Job description

Pacific Office Automation (POA) is the largest independently owned office technology dealer in the United States. Since 1976, we've expanded to 30+ branches across 11 western states—including Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii.

We partner with leading manufacturers like Canon, Konica Minolta, Sharp, HP, Ricoh, and Lexmark, delivering cutting-edge business solutions with unbeatable customer service.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

Position

We are seeking an entry-level Customer Care Representative/Dispatcher for our office in Boise, ID. Our ideal candidate will be detail-oriented, have experience with problem-solving, and will have excellent telephone and customer service skills.

Essential Job Duties

• Answer incoming support calls
• Create support tickets on behalf of customers
• Identify and escal­ate issues to Helpdesk
• Document all call information according to standard operating procedures
• Use basic computer applications
• Communicate with customers, technicians, and salespeople
• Schedule service calls
• Meet monthly service goals
• Recognize, document, and alert the management team of trends in customer calls
• Route calls to appropriate resources

Qualifications

• No experience necessary- will train the right candidate!
• Experience using IT ticketing support systems.
• Experience using Unified Communications for business solutions (Call Handling)
• Strong phone and verbal communication skills along with active listening
• Proven ability to multi-task and work in fast-paced environments
• High attention to detail and strong organizational skills
• Experience with Microsoft Word and Excel
• Bi-lingual is a plus

Benefits

• DOE: $18-$21/HR
• Advancement and growth into leadership roles
• Team-player environment
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• PTO, Vacation, Sick Leave
• FSA/HSA programs

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.