CSR - Dispatch

Job Description

• Process requests from customers by assigning technicians to work orders based on the scope of work, tech skill set, tech availability and location. 

• Confirm all the appointments with the customers prior to the tech arriving. 

• Work with technicians to update job status, job notes, deliverables, and assign them to remote support as needed.

• Monitor the technicians' route and ensure that customers' appointments are met according to customers' expectations. 

• Update customers with a new ETA if the techs has not made it onsite.

• Notate the customer's account and assist in work order closure.

• Cancel, Reschedule and place jobs on hold as needed.

• Process inbound and outbound calls from/to customers and technicians. Answer phones promptly and professionally. 

• Processes and evaluates information received, prioritizes calls or activities and escalates issues accordingly.

Technical Requirements

• At least 2 years in College, preferably experience working as a Customer Service Representative
• Has good English communication skills
• Has excellent customer service skills and problem-solving skills.
• Willing to work on shifting schedule and on-site.
• Preferred but not required - knowledge in the use of Contractor Management software, such as Work Market or Field Nation