Description

CUSTOMER SERVICE/DISPATCHER

As the most respected leader in pool service, repairs, and renovations in the Florida market, Reef Tropical is experiencing tremendous growth and looking to add a Customer Care Agent/Dispatcher!

WHAT YOU’LL DO: The role of a Customer Service/Dispatcher is to help customers understand the services being offered by Reef Tropical and answer inquiries by phone, e-mail, web chat, or social media. A Customer Service/Dispatcher also handles concerns, complaints, or other issues. The job is to help ensure customer satisfaction and loyalty while treating customers with care, empathy, education, and a friendly voice. Customer Service/Dispatcher also helps promote continued customer interest in Reef Tropical services. An excellent Customer Service/Dispatcher must be an organized, reliable, and results-driven professional and must have excellent customer service and communication skills. Some of the job responsibilities will include: 

• Communicate with current and potential customers via telephone, email, or other inbound methods
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
• Maintain a courteous and calm manner at all times to de-escalate stressful situations
• Document personal information in Service Titan to create, update, or adjust customer accounts
• Suggest additional services around repair and renovation to maintenance clients
• Answer inbound calls or generate outbound calls
• Work collaboratively with the Operations Managers and field teams to communicate issues and drive to resolution
• Provide feedback to other departments to help improve sales, marketing, and business processes.
• Dispatch Technicians

WHAT WE ARE LOOKING FOR:

We are looking for the Customer Service/Dispatcher to be committed to delivering exceptional service to both internal and external customers, being skilled at working with a diverse team and helping to grow the Reef Tropical organization. You should have strong written and communication skills, as well as a strong organizational skills. As a Customer Service/Dispatcher, you will be instrumental in ensuring that the branch location is providing exceptional customer service and attending to the daily tasks needed at the branch location as well as:

• High School Diploma/GED
• 2 years minimum experience in a client/customer-facing position
• Excellent written and verbal communication skills
• Bi-lingual – Spanish / English required
• Demonstrated organizational skills including attention to detail and multi-tasking skills

MEASUREMENT OF SUCCESS

• Consistent and continual improvement in key Customer Care KPIs around call resolution time, call abandonment, wait time, cancel saves
• Improvement of NPS score

SKILLS TO BE DEVELOPED

• Build skills in Service Titan platform
• Highly skilled in Microsoft Office
• Understand inbound omni-channel consumer touch points (phone/text/email/chat)

Compensation & Benefits:

Pool Centurion offers a salary commensurate with your experience. We strive to enrich the lives of our team and offer a variety of health and wellness benefits, paid time off, 401K, and an environment that celebrates continuous learning and development.

EQUAL OPPORTUNITY EMPLOYER:

Pool Centurion promotes diversity of thought, culture, and background. We celebrate what makes us different and are committed to building a team that represents various experiences. All employment is decided based on qualifications, merit, and business need. 

Drug Free Workplace Policy:

Pool Centurion is committed to maintaining a work environment that is free from the influence of alcohol and/or illegal drugs to protect the health, safety, and well-being of our team members, and customers. To meet this commitment, Pool Centurion has implemented a Drug-Free Workplace Program that applies to all employees and job applicants. All final candidates must pass a drug test before starting employment.