What are the responsibilities and job description for the Customer Support - Customer Service Representative position at authority?
The Customer Service Representative responsible for delivering exceptional customer service while coordinating service appointments, supporting Technicians in the field, and maximizing the efficiency and productivity of the service department. This position serves as a key communication link between customers, Technicians, Purchasing, Warehouse, and Operations.The ideal candidate is highly organized, customer-focused, detail-oriented, and able to effectively manage multiple priorities in a fast-paced environment.
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 appointmentson 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.
- Enters equipment type and age information for systems into SuccessWare to keep accurate client location data and for generating future sales leads on older equipment.
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.