Dispatcher and Customer Service Representative

Thousand Oaks Plumbing; Thousand Oaks (CA); In loco; USD 42.000 - 65.000; Tempo pieno

Descrizione del lavoro

Thousand Oaks Plumbing is seeking a Customer Service/Dispatch Specialist to handle inbound and outbound calls, schedule and confirm appointments, and resolve customer inquiries. You will coordinate with dispatch to ensure technicians are informed and dispatched efficiently.

The role requires strong phone etiquette, the ability to multitask in a fast-paced environment, and a collaborative approach with field staff. Evening and weekend availability is a plus.

Competenze

• Experience in a call center or customer service with dispatch exposure.
• Strong interpersonal and phone etiquette skills.
• Able to handle multiple priorities in a fast-paced environment.
• Ability to explain information clearly and guide customers.

Mansioni

• Answer incoming calls related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey appointments.
• Maintain positive customer relationships and resolve issues.
• Follow scripts and achieve productivity standards.
• Manage after-hours messages and coordinate with dispatch.
• Provide service recommendations and assist other departments as needed.

Conoscenze

Call center

Dispatch

Customer service

Multitasking

Phone etiquette

Attention to detail

Team player

Microsoft Office

Scheduling software

Stress tolerance

Bilingual

Strumenti

ServiceTitan

Microsoft Office

Scheduling/Dispatch software

Descrizione del lavoro

Description

What You'll Be Doing

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns with the objective of maintaining a positive customer relationship.
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
• Maintain a positive, professional, optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review dispatch board with the dispatcher(s)
• Call customers from the non-emergency after hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.
• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
• Prioritizing service requests to serve the most urgent needs, and technician locations.
• Utilizing Service Titan, add and update customer information.
• Ensure that service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document important information.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Direct crews by making contact through the phone and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records and other important documentation.

Requirements

• Must be able to speak on the phone during the entire work shift.
• A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
• Sales experience a plus
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
• Strong customer service attitude
• Ability to manage multiple priorities within a fast-paced environment.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Highly detailed and organized.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
• Stress tolerance- thrives in a high-pressure environment.
• Ability to work evenings weekends.
• Bilingual a plus

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.