Summary: As a Dispatcher/Customer Service Representative, you are the frontline ambassador for our company, while providing service with a smile, you will be ensuring the best customer experience through efficient, proactive scheduling and invoicing. Your role is critical in anticipating needs which will assist in keeping communication flowing seamlessly between our customers, technicians, and management. As an Office Assistant you will also be responsible for general office assistant duties that support the daily operations of our business including but not limited to marketing, and management and creation of consistent content for company social media platforms.
Key Responsibilities:
Greet walk-in customers and answer phones with a friendly, professional attitude and a smile
Communicate clearly, friendly, and effectively with customers, potential clients, and field staff
Accurately notate client calls and issues on work orders and relay information to technicians
Dispatch and schedule the appropriate available technicians or installers for residential and service calls
Maintain ongoing communication with technicians and comfort advisors in the field
Enter data and coordinate service/invoice information with the staff accountant
File invoices, statements, and payment remittance documents
Lead communication between field personnel and on-site staff
Escalate unresolved customer issues or complaints to the appropriate supervisor or manager
Proce s work order invoicing for payment and collect payment as needed
Contact Planned Service Agreement (PSA) customer to market and schedule service appointments
Monitor electronic platforms for client communications
Ensure accuracy and completeness of computerized customer records
Provide general office support, such as copying, scanning, and faxing documents
Maintain office supplies inventory and place orders as needed
Assist with incoming and outgoing mail and package handling
Support the preparation of reports, presentations, and correspondence
Help maintain a clean and organized office environment
Assist with scheduling and coordinating meetings or events
Creation of content for company social media platforms
Regular posting on company social media platforms
Interact with customers/vendors/interested parties who reach out via social media platforms
Coordination of marketing to existing customer base
Train CSR/Dispatch positions on role duties
Supervise & provide feedback for reviews related to CSR/Dispatch employees
Role Authorities:
Schedule appropriate Personnel to jobs
Handle customer complaints or escalate as needed
Prioritize service call scheduling with managerial input
Collaborate on procedures and policies with management
Competencies:
Strong planning and organizational skills
Accurate documentation and attention to detail
Productive teamwork and clear communication
Problem-solving and independent task completion
Adaptability to changing priorities and deadlines
Coaching and mentoring skills
Basic office administration and computer proficiency
Job Specifications:
FLSA Classification: Hourly - Nonexempt
Employee Classification: Regular Full-time
Job Location: Anchorage or the Mat-Su Area
Education: High School Diploma or GED (may substitute 2 years of relevant experience)
Certifications: Training in Sage 300 or similar service management software (Preferred)
Experience: Two years as a CSR with scheduling experience (Preferred)
Physical Requirements:
Moderate to loud noise and distractions possible
Listening and speaking on the phone for extended periods
Sitting for long periods; ability to bend and lift up to 40 lbs.
Join our team and be the key link that keeps our service operations running smoothly, our office organized, and our customers satisfied!
Pay: $24.00 - $28.00 per hour
Work Location: In person
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