Dispatcher and Customer Service Representative

CastleWorks Water Heaters; Thousand Oaks (CA); On-site; USD 37,000 - 41,000; Full time

Job summary

CastleWorks Water Heaters is seeking an energetic customer service representative to handle inbound calls related to service and billing, while making outbound calls to schedule and survey appointments. You will manage customer concerns and maintain strong relationships by providing accurate information and troubleshooting assistance.

Qualified candidates have 1–2 years in a call center, strong phone etiquette, and the ability to handle multiple priorities in a fast-paced environment.

Qualifications

• Minimum 1–2 years in a call center with customer service and dispatch experience.
• Sales experience is a plus.
• Excellent interpersonal and phone etiquette with all customers.
• Strong customer service attitude and ability to manage multiple priorities.

Responsibilities

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey appointments.
• Manage customer concerns to maintain a positive relationship.
• Follow scripts and call flows to achieve productivity standards.
• Provide information and troubleshooting over the phone.

Skills

Call center experience

Customer service

Dispatch experience

Bilingual

Microsoft Office

Tools

Service Titan

Job description

• 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.

Description

• 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.

What We’re Looking For:

• 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.

Salary Description

$27.00 - $30.00