As a CSR/Dispatcher, you will be responsible for assigning work to technicians and coordinating schedule dates with our customers. This position is critical to our success and will require strong administrative and communication skills. Also important with this position, is the ability to execute day to day tasks that will allow for delivery of outstanding service to our clients while meeting realistic margin and revenue expectations.

• You will make initial contact to the new patients to confirm address, phone number, and acquire an emergency/secondary back up contact number.
• You will contact the patients with emergency orders within 4 hours and schedules the home visit/delivery within 8 hours.
• You will answer calls and address them accordingly; otherwise transfers them to pertaining department.
• You will provide patients (Veterans and other retail customers) and VA Officials with courteous customer service in person, over the phone, or via emailing in.
• You will provide timely resolution of customer complaints, concerns, and inquiries and record them in the complaint log.
• You will record adequate notes in the Customer Relationship Management platform of Salesforce. Please don’t forget to set reminder notifications in Salesforce to do the required follow ups.
• Schedule and dispatch technicians directly and indirectly according to client specifications and requests
• Arrange for necessary repairs in order to restore service and comfort to clients
• Communicate and relay information from technicians in the field to clients in real-time
• Prepare and monitor daily work lists
• Create work orders through our software and monitor through to completion
• Take incoming calls from clients and technicians in the field documenting service repair completion details
• Monitor electronic mailboxes for new service calls, requests for updates, and system generated messages
• Operate in multiple software applications both internal and client driven
• Build and maintain strong, long-lasting client relationships
• You will call the patients with completed service appointment of the assigned service territories of the previous day to conduct Patient Survey for Quality Assurance.
• Communicate with the Technicians/Drivers to resolve any scheduling or home delivery concerns.
• You should respond effectively to customers rejecting their orders, determining the reason and offering possible alternatives.
• You will prepare reports and correspondence as instructed by the supervisor.
• You should process and provide adequate response to the daily emails to main order intake, as well as the assigned work email.

Ability to commute/relocate:

• West Palm Beach, FL 33413: Reliably commute or planning to relocate before starting work (Required)

Schedule: 11am - 8 pm

Work Location: On Site

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2-3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Work Location: In person

Job Type: Full-time

Pay: $18.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Support & Client Services Occupations: 3 years (Preferred)

Work Location: In person