Customer Service Representative/ Dispatcher

Position Summary

As a Customer Service Representative (CSR) at CEC, you will schedule service calls and route service crews to make needed repairs and complete scheduled projects. This position will report to the office to be able to immediately communicate with the service managers. The CRS will work on situations quickly to resolve service calls, including emergency calls, while still maintaining composure and exemplary customer service. The CSR reports to the service manager and works within a team-oriented environment. Travel is not required.

Essential Duties and Responsibilities

• Perform varied daily job duties based on service industry, volume of calls, and the number of service crews working for the business.
• Answer Phones - Service dispatchers answer incoming phone calls to schedule service appointments for customers.
• Write Work Orders - Gather detailed address information from customers and get a basic overview of the service need. Then relate these details to the service crew that will answer the call. Prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible.
• Dispatch Service Crews - Dispatch service crews to scheduled appointments and to emergency situations.
• Communicate with Service Crews - Answer incoming radio calls from service crews, who report when they arrive at and leave jobs, and log this information into the dispatch system. This includes addressing any emergency situations service crews may encounter and relaying information to management or other departments as needed.
• Answer Customer Questions - Answer customer questions and address customer problems, manages assigned accounts, invoicing and processes information pertaining to small service quotes.
• Provide support, information, and new assignments to Service Technicians
• Maintain Customer Files - Service dispatchers add customer information to digital filing systems and log information into customer files when scheduling service calls.

Other Duties and Responsibilities

• Performs other related duties as assigned to ensure efficient and effective processes, completion of projects and smooth operation of department.

Education and Experience

• High school diploma, GED, or its equivalent required.

Required Skills, Knowledge, and Abilities

• Valid driver's license with clean, insurable driving record.
• Detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Strong problem solving and critical thinking skills.
• Proficient using a computer and Microsoft Office and aptitude for learning new technologies.
• Ability to provide unparalleled customer satisfaction.
• Excellent verbal, phone, and interpersonal skills.
• Strong mechanical and installation understanding of the tools and equipment that technicians use.
• Self- sufficient, motivated, proactive, and able to find and organize customer base and service-related information.

Work Environment

The work environment characteristics 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 job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

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.

• Requires mobility to, from and within an office environment.
• Regularly required to talk and hear. Effectively communicate with others both written and orally, including using the telephone.
• Prolonged periods sitting at a desk and working on a computer.
• The employee may be required to walk; reach with hands and arms; and bend.
• May be required to stoop, kneel, and crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Possess good hearing, normal or corrected.
• The employee must be able to regularly lift and/or move up to 10 pounds, lift and /or move up to 50 pounds. The employee may be required to climb stairs. Must be able to work 8 hours a day, 40 hours per week, and overtime as required and night or weekend shifts, as needed.

CEC Companies is an Equal Opportunity Employer committed to diversity in our workforce. It is our policy to attract and retain the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, age, disability, status as a military veteran, or any other status protected under federal, state, or local law. Diverse candidates are encouraged to apply.