POSITION SUMMARY:

Under general supervision, responsible for providing effective customer service for all internal and external COIT Services, Inc. customers by utilizing excellent, in-depth knowledge of company products and services.

ESSENTIAL FUNCTIONS:

Separates daily routes for the field technicians for approval by the managers

Using radio or telephone, communicates effectively with outside personnel (sales, delivery, on-location)

Serves as liaison between field technicians and customers when technician is running late. Technician calls the Dispatcher who in turn informs the customer of the delay and revised time for the technician’s arrival

Assists technicians when they have mechanical breakdown with their vehicles by contacting mechanic or outside towing service

Meets corporate guidelines with regards to attendance and punctuality.

Properly updates schedules in computer

Performs all preparation on schedules for job check in.

In addition, when not performing the duties of the Dispatcher, assist with the duties of a Customer Service Representative as follows:

Promptly and courteously answers incoming telephone calls.

Provide timely and accurate information to incoming customer inquiries, demonstrating knowledge of all company products, services.

Explains fully the benefits of additional cleaning services and obtains order information.

Upsells all COIT services.

Informs customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.

Provides customer with instructions for preparation of carpeted areas or upholstered furniture to be cleaned on the scheduled day.

Handle customer complaints and challenging situations in a professional manner.

Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel.

Provide timely feedback to the Company regarding service failures or customer concerns.

Effectively coordinates schedules of customers and outside service personnel. Keeps customers informed of any appointment changes or delays.

As appropriate, reschedules customer service appointments and schedules additional service stops.

Contact potential customers by telephone and attempt to close unresolved sales opportunities.

On a daily basis, accurately completes customer invoices, updates routes and maintains supporting paperwork.

OTHER DUTIES:

Clerical duties as assigned.

Maintains efficient manual procedures during system downtime.

All other duties as assigned.

REQUIREMENTS:

• Excellent communication skills
• Courteous and clear telephone voice
• Excellent customer service skills
• Previous sales experience preferred
• Previous customer service experience desired
• Correct English usage: grammar, spelling and punctuation
• Ability to follow oral and written instructions
• Ability to calculate figures and amounts

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is a sedentary one. Requires sitting for extended periods of time and using the telephone (with a headset), computer monitor and keyboard.