What are the responsibilities and job description for the Customer Care position at Excell Refrigeration?
Application Instructions:
It is a requirement to complete the following steps to be considered for an interview for this position:
1. Fill out the Excell Application for work:
2. Fill out two Predictive Index assessments:
3. After you submit the Predictive Index Behavioral Assessment (link above), you will receive an email with a link for a Cognitive Assessment. Please complete the PI Cognitive assessment as well.
***If you do not find the automated email from Predictive Index in your Inbox, please check your Spam/Junk folder in case it ended up there.
Summary:
The Customer Care & Dispatch Specialist at Excell Refrigeration plays a vital role in ensuring our customers receive outstanding support throughout their journey with us. This position is accountable for overseeing incoming service requests, dispatching technicians based on priority and location, and providing exceptional customer support throughout the service process. The ideal candidate will thrive in a fast-paced environment, demonstrate excellent communication skills, and have keen attention to detail. This position requires a blend of customer service expertise, problem-solving abilities, and logistical coordination to ensure timely and high-quality service delivery.
Schedule:
Wednesday – Friday 11am-7:30pm
Saturday – Sunday 7am – 3:00pm
Excell Culture and Perks:
- Commitment to work-life balance
- Comprehensive training and professional development opportunities
- Supportive environment focused on your success and well-being
- Culture of excellence fostering teamwork and accountability
- Competitive compensation and benefits package
Responsibilities:
ESSENTIAL JOB DUTIES:
- Route Planning & Scheduling: Assign technicians to service requests based on severity, ensuring timely response and prioritization according to urgency. Generate service requests and dispatch technicians promptly, ensuring meticulous attention to detail and a high standard of accuracy.
- Real-Time Problem Solving: Monitor operations in real-time, addressing any delays, cancellations, or rerouting requests promptly to minimize disruptions and maintain service efficiency.
- Communication: Serve as one of the primary points of contact for drivers, customers, and internal teams, ensuring clear and timely communication.
- Customer Service: Handle customer inquiries, complaints, and requests, ensuring a high level of service quality and resolving issues as quickly as possible.
- Administrative Support: Facilitate smooth operations by completing administrative tasks as needed.
Qualifications:
- Completed Predictive Index assessment and employment application
- Ability to work Wednesday-Sunday
- Thrives in a fast-paced environment
- Strong aptitude for following procedures
- Takes pride and ownership in completing daily tasks
- Interest in learning and expanding your skills
- Ability to work independently
- Proactive team-oriented attitude
- Proficiency Microsoft Office Suite
- Clear verbal and written communication skills
- Detail-oriented and organized with the ability to handle multiple tasks simultaneously
- Completed Predictive Index assessment and work application
- Previous experience in customer service is a plus
- Training in customer service or related fields is a plus
Excell Benefits:
- PTO (paid time off) / 6 paid holidays
- Competitive pay
- Group health insurance, dental, vision, short-term disability, and life insurance
- Supplemental fringe benefits, critical illness, cancer, accident/injury, wellness, disability, life insurance, and gap plan available
- 401(k) retirement program with company matching dollar for dollar up to 3% of salary
NOTE: This job description reflects the company's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Assigned tasks are subject to change at any time due to company discretion, job requirements, reasonable accommodation, or other reasons.