Customer Care Representative/ Dispatcher

Pacific Office Automation Inc.; Sacramento (CA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Matching

PTO and Vacation

Sick Leave

FSA/HSA

Advancement Opportunities

Team-Player Environment

Job summary

Pacific Office Automation is seeking a Customer Care Representative/Dispatcher for our Sacramento, CA office. The role focuses on answering incoming support calls, creating tickets, routing issues, and scheduling service visits with our technicians.

The ideal candidate has 1–2 years dispatch or call center experience, strong phone skills, and the ability to multi-task in a fast-paced environment. We offer medical/dental/vision, 401k matching, and growth opportunities.

Qualifications

• 1–2 years of dispatch or call center experience.
• Experience with IT ticketing systems.
• Experience with Unified Communications (Call Handling).
• Strong phone and verbal communication skills with active listening.
• Proven ability to multi-task in a fast-paced environment.

Responsibilities

• Answer incoming support calls and create support tickets.
• Identify and route issues to Helpdesk or technicians.
• Document call information per SOPs and communicate with customers, technicians, and sales.
• Schedule service calls and meet monthly service goals.
• Recognize trends and alert management.

Skills

Dispatch experience

Call center

Telephone skills

Multi-tasking

Organizational skills

Education

High school diploma or equivalent

Tools

IT ticketing systems

Unified Communications

Microsoft Word

Microsoft Excel

Job description

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

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 a Customer Care Representative/ Dispatcher for our office in Sacramento, CA. 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 elevate 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

• 1-2 years of previous dispatch experience and/or call center agent
• 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

• $20 -$23 an hour, depending on experience.
• 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.

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