CSR/Dispatcher

Mike’s Mechanical is hiring for a Customer Service Representative/Dispatcher! Servicing the Lewis & Clark Valley for over 30 years with an A Rating with the Better Business Bureau, we're looking for motivated and hardworking individuals to join our team! For over 30 years Mike’s has been committed to taking care of the Lewis/Clark Valley’s comfort needs. What started out as a small HVAC service and install company has grown to include electrical and plumbing for all types of residential and commercial projects.

Job Title: Customer Service Representative/Dispatcher

Location: Lewiston, ID 83501

Pay: From $17/HR, Depending on Experience

Schedule: Monday - Friday, 8:00am to 5:00pm

Benefits: 401K with up to a 4% employer match. Medical, dental, and vision–up to 100% paid for by the employer. Paid holidays, vacation, sick pay

Position Type: Full-time

The Customer Service Representative acts as a first point of contact for all office guests and is responsible for providing excellent customer service upon their arrival and ensuring their needs are met during their visit. The Customer Service Representative is also a first point of contact for incoming calls and is responsible for answering calls, determining their purpose, and scheduling appointments or directing to appropriate department and/or staff while providing exceptional customer service.

Customer Service Representative Position Summary:

• Greet all customers, determine their needs, and direct to proper personnel
• Answer calls providing excellent customer service, determine their needs, and schedule appointment or route calls/messages to appropriate department and/or personnel
• Return customer calls and website requests to book appointments
• Appropriately book appointments within our system
• Assist with other scheduling tasks, including but not limited to calls for reoccurring services, scheduling return trips, calling on open estimates, and coordinating schedules between departments
• Manage schedules for efficient routes, proper tech assignment, and customer satisfaction
• Manage open jobs to ensure quick return appointments for customers
• Act as a first point of contact for technicians in the field needing information from the office
• Updating customer contact information in our system
• Collect customer payments
• Data entry
• Creation of spreadsheets or documents
• Organizing information from reports or spreadsheets
• Assists management team and other departments as needed
• Other administrative duties as needed
• Other duties as assigned

Customer Service Representative Required Knowledge, Skills, and Experience:

• Outstanding Customer Service both in person and over the phone
• Excellent communication both verbally and written
• Previous scheduling/dispatching experience
• Proficient with Excel, Word, Outlook and other related software
• Strong multitasking ability
• Must be able to work independently as well as part of a team
• Upbeat Personality
• Organized
• Adaptable to change
• Basic understanding of administrative and clerical procedures and systems
• Ability to quickly learn new computer software helpful

Competencies

This position requires strong time management skills and the ability to work independently or in a team. Must have the ability to maintain a high level of professionalism and customer service standards in stressful situations. This position requires excellent communications skills both verbally and written. Must be hard working, self-started with a positive attitude and respectful. This position requires excellent problem-solving, analytical skills and decision making.

Education and Experience

High school diploma and/or equivalent. Prefer a minimum of 6 months of previous experience as a dispatcher.