Dispatcher / Customer Service Representative

Looking to TradeUP to a Dispatch/ Customer Service Role! Earn unlimited commission, experience and work with a great team! Can you be in a recession resistant, truly essential business and use your excellent customer service skills to help provide top notch customer experience? 

Yes, you can.  

Job Summary 

You will be responsible for quickly answering inbound calls from existing and potentially new customers.  You will use your experience and training to ensure that these customers are set up with appointments with the right technician at the right time for the customer and the business thru high quality interactions.  You will use your empathy skills to show our customers how important their issue is to our team and resolve their concerns.  You will also be responsible for educating customers on what to expect from our services and offerings such as membership plans. 

In addition to inbound calls, you will also be responsible for making outbound calls to existing customers.  These interactions will ensure our customers are well informed of opportunities going on within the company such as:  upcoming appointments and deals, as well as setting up new appointments for customers with membership plans, etc.   

Our team will train you on business knowledge, processes, and suggested verbiage to ensure you are successful.  You’ll be responsible for customer service metrics such as quality interactions, booking appointments, and setting up new membership plans. Your team leader will provide coaching and training to ensure you have all the tools you need to be a top-notch teammate!   

That is a lot! So, to do all of this, you bring a balance of experience with providing great customer service along with a competitive spirit to drive the business forward with new bookings and memberships.  You enjoy solving problems and conveying your willingness to assist over the phone.    

Interested?  This role will be filled soon, so read on and if you qualify and have passion to excel – let us know! 

Responsibilities: 

• Take inbound calls from new and existing customers to answer questions and resolve issues. 
• Make outbound calls as needed to ensure the technician’s schedules are full. 
• Book appointments for the right tech at the right time for the customer and the company, overcoming objections as needed. 
• Provide a great phone experience during customer interactions 
• Resolve and de-escalate customer concerns  
• Educate customers on the value of membership plans and assist them in signing up 
• Achievement of monthly customer service key performance indicators.   

Qualifications: 

• Job location: on site Fort Walton
• 2 years of customer service experience, call center experience preferred  
• Strong communication skills, both written and verbal  
• Demonstrated de-escalation, overcoming objections, and multitasking skills 
• Ability to work well individually and in group settings  

Additional:

• Weekly bonus payouts for hitting key performance goals 
• Potential to be converted to full time based on performance
• Paid training 

Who/What Are We Looking For?

• Coordinate the transportation movements of the technicians
• Must keep track of the drivers’ schedules as they change throughout the day
• Keep track of the technicians’ start and departure times
• Must maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs’ vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts

Qualifications:

• Dispatch experience highly preferred
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize

Core Competencies:

• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customer’s needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually