Service Dispatcher & Route Planner

JBC Limited LLC; Portland (OR); On-site; USD 42,000 - 62,000; Full time

Job summary

JBC Limited LLC seeks a Service Dispatcher/CSR in Portland, OR to manage customer requests for service calls and coordinate with service technicians. The role involves routing, documentation, and cross-department collaboration to meet service goals.

Responsibilities include handling calls, recording issues, and maintaining efficient dispatch processes while ensuring professional customer interactions. Flexible schedule with weekends/overtime as needed is required.

Qualifications

• Fast-paced, friendly customer service experience required.
• Customer-focused with ability to resolve issues under pressure.
• Detail-oriented with strong listening and interpretive skills.
• Ability to read a Portland metro map to assign routes.
• Excellent telephone etiquette and clear communication.
• Flexibility to work Saturdays and overtime as needed.

Responsibilities

• Handle inbound customer calls to create service orders and document issues.
• Manage call duration to keep customer hold times under two minutes.
• Accurately record service problems using CRM and order screens.
• Present a professional, positive image in all customer interactions.
• Develop and follow dispatch processes: email, CRM, routes and contractor workflows.
• Create efficient technician routes addressing customer requests and productivity.
• Collaborate with other departments to resolve service issues.
• Be adaptable to changing business directions and goals.

Skills

Customer service

English fluency

Reading maps

Data entry

Telephone etiquette

Weekend availability

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

SERVICE SUPPORT STAFF Full Time Portland, OR, US

30+ days ago Requisition ID: 1013

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.