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Dispatcher and Customer Service Representative
Job
Covina Appliance
Covina, CA (In Person)
$39,520 Salary, Part-Time
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Job Description
Dispatcher and Customer Service Representative 159 E Rowland St, Covina, CA 91723 $18
- $20 an hour
- Part-time $18
- $20 an hour
- Part-time
JOB TITLE
DispatcherJOB DESCRIPTION 1. ANSWER INCOMING PHONE CALLS
Every employee's first responsibility is to answer incoming phone calls; these are the source of our income and cannot be ignored. After your initial training period, be sure to answer phone calls by the first ring, as you will be the first in line to answer calls. Follow the company greeting guidelines exactly when answering the phone. Obtain and enter all necessary data accurately in the ServiceDesk software. Determine appointment availability based on company standards. Ensure you are thoroughly familiar with the guidelines for what calls to accept, what calls to refer to the manufacturer, and what the correct service call charge is for the brand and type of appliance. This is critical so that customers are not left on hold. Also ensure you are thoroughly familiar with the screening questions to ask customers. Use the company-approved conversation guidelines so interactions remain professional, friendly, and courteous. There are no "stupid" questions. If in doubt, ask! 2.SCHEDULE APPOINTMENTS WITH CUSTOMERS
Schedule appointments for service calls and for Go-Backs and Call Backs following company guidelines. Do not leave customers on hold for more than 30 seconds. Remind customers that we will call before coming, and that we will need to speak to them to confirm they are home. Be particularly careful to get exact spelling of customer names. Be sure that customer addresses are repeated back to them to ensure accuracy. Ask permission of customers to put them on hold and then do not leave them on hold for more than 30 seconds before updating them as to appointment status. Provide excellent customer service to all customers. Transfer any customer with a complaint to the Operations/Parts Manager by advising the customer you would like to escalate their concern to the Manager; ask them if you may place them on hold; then advise the Operations/Parts Manager of the nature of the call and ask if they are ready to talk to the customer. 3. ANSWER "TECH"CELL PHONE
Our technicians call in on a cell phone dedicated for their use in checking in with the office. Check the techs in and out of customer appointments on ServiceDesk. Enter the time in ServiceDesk and update the call status immediately. Call the next customer to advise that our tech is on the way using approved dialogue. If they do not answer, immediately advise the tech. 4.REVIEW TECHS' ROUTES AND JOB STATUS TO ENSURE TIMELY SERVICE
At least six times per hour review the entire dispatch screen on ServiceDesk to ensure customer service levels are being maintained, and that appointment times are being honored. Immediately notify the Operations/Parts Manager if we are in jeopardy of compromising our service levels. Take remedial action as needed or as directed by your supervisor. 5.PROMPTLY ADVISE OPERATIONS/PARTS MANAGER OF PARTS ORDER REQUESTS FROM TECHNICIANS
Ensure that parts order requests from techs are communicated within five minutes to the Operations/Parts Manager, using the Parts Research Form to summarize the request. This is critical to maintaining excellent customer service levels. 6.CALL THE NEXT DAY'S CUSTOMERS TO CONFIRM APPOINTMENTS STARTING AT 2 P.M
.: Ensure that all customers are called between 2 p.m. and 2:30 p.m. so they will have time to reply to us before the end of our workday, should you have to leave a message. Verify with the Operations/Parts Manager the proper form and wording to use to ensure that professionalism and courtesy standards are met. 7.PERFORM MISCELLANEOUS AS REQUESTED
Assist with general housekeeping duties and maintain a clean, safe, and well-maintained work environment; perform any other work- related duties as assigned.
Pay:
$18.00- $20.