Customer Care Representative/ Dispatcher

Pacific Office Automation Inc.; Sacramento (CA); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

FSA/HSA

Job summary

Pacific Office Automation in Sacramento, CA seeks a Customer Care Representative/Dispatcher to handle incoming support calls, create tickets, schedule service, and communicate with customers and technicians. The role emphasizes problem solving, meticulous documentation, and strong customer service skills.

Ideal candidates have 1–2 years in dispatch or a call center, familiarity with IT ticketing, and basic MS Word/Excel abilities.

Qualifications

• 1–2 years of dispatch or call center experience.
• Experience using IT ticketing systems.
• Experience with 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 elevate issues to Helpdesk.
• Document all call information according to SOP.
• Use basic computer applications.
• Communicate with customers, technicians, and salespeople.
• Schedule service calls.
• Meet monthly service goals.
• Recognize, document, and alert management to trends in customer calls.
• Route calls to appropriate resources.

Skills

Dispatch experience

Call center

IT ticketing

Unified Communications

Phone communication

Multi-tasking

Attention to detail

MS Word & Excel

Bi-lingual

Tools

IT ticketing systems

Unified Communications

CRM/Helpdesk software

Job description

Career Opportunities with Pacific Office Automation

Careers At Pacific Office Automation

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Customer Care Representative/ Dispatcher

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.

• 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
• Advancement and growth into leadership roles
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• 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.