Job description

Job Title: Customer Service Representative (CSR) level 2

Primary Job Function: The basic function of the Customer Service Representative/Dispatcher (CSR/DSR) is to convert incoming customer calls into booked service calls and forward to available service technicians. To prioritize, organize, and equally divide incoming calls to be scheduled for the service technicians. The CSR/DSR must be goal oriented self-starting, and energetic. This person must have a genuine empathy for customers and a willingness to help others. To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner.

Reports To: Operations Manager

Daily Duties:

1. The CSR/DSR handles service calls from customers projecting a professional image and using the company prepared script.

2. Utilizes customer service training to educate to establish rapport and assist customers in choosing service and products.

3. Provide Fast Friendly and Fun customer service to both internal and external customers, must have very pleasant telephone demeanor and be able to demonstrate good customer service and telephone skills.

4. Schedule service/estimate appointments in a timely manner.

5. Make outbound calls to book, confirm, and survey upcoming or completed appointments.

6. Maintains up-to-date route and sequence changes to achieve the goal of the best possible customer service in the most efficient time and at the least possible cost.

7. Follows company training to assure prompt and accurate dispatch of incoming orders.

8. Is aware of the importance of service technician incentive programs and assures fair and equitable distribution of work and proper documentation of said work.

9. Conducts ‘Happy Calls’ and other service related follow-ups, and outbound customer contact according to company procedure.

10. Manage customer concerns and work to resolve them efficiently and effectively.

11. Be knowledgeable and current on pricing, seasonal promotions, coupons and another price related information.

12. The CSR/DSR must be goal oriented self-starting, and energetic.

13. The CSR/DSR must be familiar with company policies and be able to communicate with customers in regards to services the company provides with a high degree of accuracy.

14. The CSR/DSR must be able to work with other employees, management, and technicians to get the job done correctly and in the best interest of our customers, while abiding by Company policies and procedures.

15. Basic sales skills, thinks “out of the box” to help schedule calls.

16. Help less experienced representatives understand our Brand, Policy and procedures.

17. Other duties as assigned.

Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following

1. 8 for 10 ratios per technician.

2. Number of customer complaints due to scheduling.

3. Number of return trips/call backs due to scheduling inefficiencies.

4. Accuracy of customer history files.

5. Accuracy of customer Maintenance Agreement files.

6. Timeliness of billing information to accounting.

Job Type: Full-time

Pay: $20.25 - $25.22 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Needham Heights, MA 02494: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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