What are the responsibilities and job description for the Customer Service Representative/Dispatcher position at STC Southern Tele-Communications?
Company Description Southern Tele-Communications (STC) is locally owned and has provided sales, installation and service of VoIP Telephone Systems, Surveillance Cameras, Data Cabling, Fiber Optic Cabling, Voice and Data Circuits, Computer Networks, Managed Network Services and Internet Services in the Alabama and Mississippi Gulf Coast, and the Florida Panhandle for over 38 years.
Role Description The Customer Service Representative/Dispatcher is a full-time, on-site role based in Mobile, AL. This position is the central point of contact with our customers and will work under the Service Manager. They will answer and manage all incoming calls, schedule appointments with customers, build and maintain the service schedule, dispatch technicians, support after-hours customer issues, and help maintain the inventory in the warehouse. STC is looking for someone organized and detail-oriented, with strong communication skills and a professional, customer-first approach on the phone. As a small business, we need someone comfortable wearing multiple hats and adapting as priorities shift throughout the day.
Responsibilities
- Answer incoming customer calls and route or resolve issues promptly
- Maintain service schedule and perform real time dispatching of technicians to job sites
- Assist with managing inventory in the warehouse and on technicians’ vehicles
- Serve as the point of contact for after-hours customer support, coordinating emergency dispatch as needed
- Pull and stage materials for scheduled jobs
- Learn how to provision orders with carriers
- Assist to create, manage, and complete trouble tickets with carriers
- Adaptive learner to be utilized in multiple areas of the operations