Service Dispatcher/CSR

Standard TV and Appliance; Portland (OR); On-site; USD 42,000 - 64,000; Full time

Job summary

Standard TV and Appliance is seeking a Dispatch/Service Coordinator to manage customer service requests and coordinate technician routes. You will work with service technicians and cross-functional teams to ensure efficient route execution and high customer satisfaction.

This role emphasizes strong communication, problem-solving, and the ability to navigate CRM and dispatch workflows while maintaining a professional image in all customer interactions.

Qualifications

• Fast-paced and friendly customer service experience.
• Customer oriented; ability to resolve issues logically while under pressure.
• Commitment to customer satisfaction.
• Ability to read Portland metro map to assign routes.
• Detail-oriented with excellent telephone etiquette.
• Fluency in English (written & verbal).
• Basic computer skills and experience.
• Ability to work a flexible schedule, including Saturdays and overtime as needed.
• Ability to make decisions, problem solve, use good judgment and follow through.
• Ability to interact positively with co-workers; assist other departments as needed.

Responsibilities

• Field in-bound customer calls to create accurate and detailed service orders using the GERS order screens.
• Manage call duration to optimize quality with quantity to maintain customer hold times below 2 minutes.
• Record the service problem accurately using company resources and strong communication.
• Present a professional, positive and quality image during every customer interaction.
• Develop skills to execute dispatch processes: email, CRM call center, outside service, and route mapping.
• Construct technician routes addressing customer requests, productivity, and efficiency.
• Work cooperatively with customer relations, parts, delivery, and sales to resolve service problems.
• Be results-focused and flexible to changes to support the service department's goals.
• Positively accept change and respond quickly to new business directions.
• Work each day in a positive, friendly, team-oriented manner.

Skills

Customer service

Call center

English fluency

Problem solving

Communication

Basic computer skills

Map reading

Teamwork

Tools

GERS order screens

CRM Call Center Process

CRM-ARH Outside Service Process

Route creation and mapping

Job description

Job Summary:

Manage customer requests for service calls and service related issues. Work with Service Technicians to efficiently and effectively complete routes. Work in conjunction with all STVA departments to perform position requirements. Perform additional tasks as requested.

Essential Functions:

1. Field in-bound customer calls to create accurate and detailed service orders using the GERS order screens.
2. Manage call duration to optimize quality with quantity to maintain customer hold times below 2 minutes.
3. Use company resources and effective communication skills to accurately record the service problem.
4. Use effective communication to present a professional, positive and quality image to every customer interaction.
5. Develop skill sets to effectively execute all specialized dispatch processes:
   • a. Service Request E-Mail
   • b. CRM-Call Center Process
   • c. CRM-ARH Outside Service Process
   • d. Route Creation and Mapping Process
   • e. Contractor Business Process
6. Construct technician routes that address customer requests, productivity and efficiency.
7. Work cooperatively with customer relations, parts, delivery, and sales departments to resolve customer service problems.
8. Be results focused and flexible to changes to support the service department's goals and objectives.
9. Positively accept change and quickly respond to new business and job directions.
10. Work each day in a positive, friendly team oriented manor.

Minimum Qualifications:

1. Prior work experience involving fast paced and friendly customer service.
2. Customer oriented; ability to resolve issues logically while working under pressure.
3. Commitment to customer satisfaction.
4. Ability to read Portland metro map to assign Service Technician's routes.
5. Must be detail-oriented.
6. Excellent telephone etiquette.
7. Fluency in English (written & verbal).
8. Basic computer skills and experience.
9. Ability to work a flexible schedule, i.e. Saturdays and overtime as needed.
10. Ability to make decisions, problem solve, use good judgment and follow through.
11. Ability to interact positively with co-workers; assist other departments as needed.

Preferred Qualifications:

1. Previous experience in parts sales, preferably in the appliance industry.
2. Intermediate knowledge of Excel.
3. Proficient 10-key skills.
4. Fluency in Spanish, Eastern European or Asian languages.

Physical Demands:

1. Candidate will work at a computer station and occasionally will sit and do data entry for longer periods of time (e.g., 3 or more hours at a time).
2. Incumbent will type and talk on the phone for long periods of time (e.g., 2 or more hours at a time).
3. Frequently, candidate will lift, carry, push, and pull appliance parts weighing up to 50 pounds. Occasionally, parts can weigh up to 80 pounds. Bending, twisting, and overhead reaching/stocking is a frequent occurrence.
4. Workers may frequently change position between walking, standing, and sitting.
5. Work is performed mainly in a warehouse with limited temperature controls. Due to the loading docks, there can be some extreme temperatures. While loading, workers are exposed to typical Northwest weather conditions.