Abbey Locksmiths, Inc. is a reputable locksmith company in NYC dedicated to providing exceptional locksmith services to our valued customers. With a strong commitment to excellence and a focus on delivering top-notch solutions, we have earned the trust of our clients in the local community since 1952. As we continue to expand our operations, we are seeking a motivated and detail-oriented Dispatcher / Customer Service Representative to join our team.

Job Summary:

As a Customer Service Representative, you will play a crucial role in ensuring the smooth and efficient operation of our locksmith services. Your primary responsibility will be managing incoming service requests and dispatching locksmith technicians to various locations. Additionally, you will handle customer inquiries, provide outstanding service, and maintain accurate records of all communication and service-related activities.

Responsibilities include (but are not limited to):

Customer Support: Provide courteous and professional customer service by addressing inquiries, resolving issues, and providing accurate information about our locksmith services. Ensure customer satisfaction and strive to exceed expectations.

Record Keeping: Maintain detailed records of service requests, dispatch activities, and communication with customers. Enter and update relevant information in the company's database and management software.

Coordination: Collaborate with locksmith technicians to ensure they are adequately equipped with the necessary information, tools, and materials for each service call.

Problem Solving: Address any logistical challenges that may arise during the dispatch process. Find effective solutions to accommodate emergency calls and urgent service requirements.

Quality Assurance: Monitor the progress of service calls to ensure timely completion and adherence to the company's quality standards.

Emergency Response: Handle emergency situations calmly and efficiently. Liaise with emergency services, if necessary, to ensure a prompt response.

Team Communication: Maintain constant communication with the locksmith team, providing updates on service calls and any changes in schedules.

Continuous Improvement: Propose and implement process improvements to enhance the efficiency of dispatch operations and customer service.

Requirements:

• Proven experience as a dispatcher or customer service representative in a fast-paced environment.
• Exceptional organizational and multitasking skills, with a keen eye for detail.
• Strong communication skills, both verbal and written, with a friendly and professional demeanor.
• Ability to remain calm and composed under pressure and effectively handle emergency situations.
• Familiarity with locksmith services and knowledge of common locksmith terminology is a plus.
• Proficiency in using dispatching software, customer relationship management (CRM) tools, and Microsoft Office applications.

Job Type: Full-time

Pay: $25.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Location:

• New York, NY (Preferred)

Work Location: Remote