Customer Service Representative

Job Description

Job Description

Customer Service Representative role has many daily job duties, however, there are specific core duties associated with this job :

Answer incoming phone calls to schedule service appointments for customers.

Write Work Orders by gathering detailed information pertinent to the order or service ticket being placed from the customers and an overview of the service issue. At this point a service ticket is generated and dispatched to the technician according to priority calls and customers. Prepare monthly and quarterly service bills for customers.

Contact technicians to schedule appointments and to emergency situations.

Plan Routes for technicians and drivers so they get to their destinations by the most efficient means possible.

Communicate with Service Crews - Service dispatchers answer incoming calls from service techs, who report when they arrive at and leave jobs, and log this information into the dispatch system. This includes addressing any emergency situations service techs may encounter and relaying information to management or other departments as needed.

Answer customer questions and address customer problems, as a troubleshooting diagnosis first, and then proceed to enter the call.

Maintain Customer Files by adding customer information to digital systems and log information into customer profile when scheduling a service call along with maintaining inventory levels for required stock items

Skill sets :

Communication skills – service dispatchers use strong verbal communication skills to relay information to service techs and answer customer questions and concerns, and use strong written communication skills to record the essential details of every service job

Time management – good time management skills are critical for service dispatchers, who prioritize jobs and schedule appointments so service can be completed within regular business hours

Customer service – service dispatchers use excellent customer service skills to speak with customers, answer incoming phone calls, manage customer problems, and address customer complaints

Computer skills – service dispatchers need basic computer skills to log information into digital dispatch systems and customer files

Multitasking – service dispatchers use good multitasking abilities to handle several phone calls at once and juggle multiple service appointments in a single work day

Leadership – leadership skills are essential for service dispatchers, who must direct service techs and advise them on customer service issues

Data entry – data entry skills are required for service dispatchers, who log information into digital systems

Training will be provided, some knowledge in IT or Printers a bonus but not a requirement.