Customer Success & Dispatch Coordinator

Mr. Rooter Plumbing of Salem; Salem (OR); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Paid time off

Health insurance

Vision insurance

Dental insurance

Costco Membership

Job summary

A home care company in Salem, Oregon is seeking a Customer Service Representative. You will be responsible for scheduling service calls, managing the technicians' schedules, and ensuring high levels of customer satisfaction. Ideal candidates are self-motivated, energetic, and skilled in multi-tasking. The role requires inbound and outbound call experience, and applicants must be at least 18 years old with a high school diploma. The position is full-time, with hours Tuesday to Saturday.

Qualifications

• Inbound and outbound call taking experience required.
• Dispatching experience is a plus.
• Must be a minimum of 18 years old.

Responsibilities

• Receive incoming calls in a courteous manner.
• Coordinate the scheduling of services.
• Use customer development techniques to solicit work.

Skills

Customer focus

Problem solving/analysis

Time management

Communication

Education

High school diploma or GED

Tools

Dispatching software

GPS software

Job description

Benefits:

• 401(k) matching
• Bonus based on performance
• Company parties
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

As a Customer Service Representative, you are a key member in upholding our service philosophy to provide the highest level of customer service as well as maintaining proficiency with the daily schedule of our technicians. You are responsible for scheduling service calls and managing and monitoring the daily service schedule to meet customer & company requirements. Exemplifying our code of values, you show respect and courtesy to all customers and employees.

If this position is for you, you are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

Specific Responsibilities:

• Receive incoming calls in a professional and courteous manner
• Prioritize and coordinate the scheduling of services
• Coordinate delays in the schedule with customers and service technicians
• Use customer development techniques to solicit work through phone, email, mail and personal customer contacts
• Perform other duties as needed which may include cross-training in related positions
• Schedule technicians to jobs based on customer issue, tech specialty and geographic efficiencies
• Manage and Monitor Technicians via GPS software
• Assist and provide support for Service Technicians
• Obtain permits and other necessary documents required based on job specifications
• Enter customer data in the computer
• Answer a high volume of incoming calls
• Deliver call scripts with an authentic cadence; be clear, compelling and personable
• Respond to customer requests, resolving issues and promoting the brand
• Be professional and establish customer rapport, encouraging repeat business
• Must be able to show empathy in needed situations, Customer focus, Problem solving/analysis-, time management, and Communication.

Job Requirements

• Inbound and outbound call taking experience is required
• Dispatching experience a plus
• A minimum of 18 years old with a high school diploma or GED.
• Reliability / Good Attendance
• Strong work ethic, activity level, initiative and integrity
• Positive attitude
• Must be able to work days, nights, and weekends when needed to cover shifts.
• Think quickly and handle fast-paced situations
• Be able to multi-task while completing the tasks at hand efficiently and correctly
• Pay attention to detail
• Answer a multi-line phone system with a smile in your voice
• Schedule appointments for our customers in our dispatching software

Benefits:

• Medical, Dental, Vision 100% covered for Employee
• 40-120 Hours PTO per year (increases with length of employment)
• IRA with 3% company matching
• Costco Membership
• Celebrate Birthdays and Work Anniversaries

*Hours for this position are 40 hours per week, schedule is Tuesday-Saturday*

We are actively interviewing for this position - Apply today and our hiring manager will follow up!

Please do not call regarding your application. We will contact you