Service Dispatcher/CSR

Standard Appliance, Inc.; Portland, Northern (OR, KY); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Standard Appliance, Inc. is seeking a Service Dispatcher/CSR in Portland, OR. The role manages customer service calls, coordinates with technicians, and ensures efficient routing and problem resolution. You will handle service orders, maintain low hold times, and follow structured dispatch processes to uphold high service standards.

The position emphasizes communication, professionalism, and teamwork across departments to achieve service goals and customer satisfaction.

Qualifications

• Minimum: fast-paced, friendly customer service experience.
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Responsibilities

• Handle inbound customer calls to create accurate service orders using GERS screens.
• Manage call duration to maintain hold times under 2 minutes.
• Record service problems accurately via effective communication.
• Present a professional image during customer interactions.
• Develop and execute specialized dispatch processes (E-Mail, CRM Call Center, ARH Outside Service, Route Creation, Contractor Processes).
• Construct technician routes addressing customer requests and efficiency.
• Coordinate with relations, parts, delivery, and sales to resolve issues.
• Be flexible to support department goals and adapt to changes.
• Respond positively to change and new directions.
• Maintain a positive, team-oriented daily attitude.

Skills

Customer service

English fluency

Telephone etiquette

Basic computer skills

Map reading

Problem solving

Decision making

Team collaboration

Schedule flexibility

CRM experience

Tools

GERS order screens

CRM system

Routing software

10-key data entry

Excel (preferred)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Dispatcher/CSR

Full Time Portland, OR, US

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. 1) Field in-bound customer calls to create accurate and detailed service orders using the GERS order screens.
2. 2) Manage call duration to optimize quality with quantity to maintain customer hold times below 2 minutes.
3. 3) Use company resources and effective communication skills to accurately record the service problem.
4. 4) Use effective communication to present a professional, positive and quality image to every customer interaction.
5. 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. 6) Construct technician routes that address customer requests, productivity and efficiency.
7. 7) Work cooperatively with customer relations, parts, delivery, and sales departments to resolve customer service problems.
8. 8) Be results focused and flexible to changes to support the service department's goals and objectives.
9. 9) Positively accept change and quickly respond to new business and job directions.
10. 10) Work each day in a positive, friendly team oriented manor.

Minimum Qualifications:

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

Preferred Qualifications:

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

Physical Demands:

1. 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. 2) Incumbent will type and talk on the phone for long periods of time (e.g., 2 or more hours at a time).
3. 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. 4) Workers may frequently change position between walking, standing, and sitting.
5. 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.