What are the responsibilities and job description for the Customer Service Representative position at Authority Brands?
The Customer Service Representative is responsible for communicating with customers via telephone, email, and in person. The Customer Service Representative develops and maintains positive customer relations and company image. The Customer Service Representative will coordinate with various individuals to make sure ALL customer requests are handled efficiently and effectively.
Responsibilities
Makes outbound calls to current customers and schedules their yearly maintenances. Takes inbound calls Makes every effort to compress call scheduling effectively maximizing productivity and revenue. Notifies clients ahead of time if the Technician is not going to arrive at their home within the scheduled time window. Re-schedules appointment times at client's convenience as necessary. Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians. Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the "Right" Technician is sent to the "Right" appointment. The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call. Shares responsibility to ensure that all Technicians arrive at their designated appointments on time. Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues. Notifies the Operations Manager if a technician is not performing at maximum acceptable performance standards.
Qualifications
High School Diploma or equivalent required. Above average verbal and telephone communication skills are essential. Must have good computer software skills. Prior customer service experience preferred.
Responsibilities
Makes outbound calls to current customers and schedules their yearly maintenances. Takes inbound calls Makes every effort to compress call scheduling effectively maximizing productivity and revenue. Notifies clients ahead of time if the Technician is not going to arrive at their home within the scheduled time window. Re-schedules appointment times at client's convenience as necessary. Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians. Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the "Right" Technician is sent to the "Right" appointment. The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call. Shares responsibility to ensure that all Technicians arrive at their designated appointments on time. Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues. Notifies the Operations Manager if a technician is not performing at maximum acceptable performance standards.
Qualifications
High School Diploma or equivalent required. Above average verbal and telephone communication skills are essential. Must have good computer software skills. Prior customer service experience preferred.