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Description
“Family, Community, Integrity, and Excellence” defines who we are. We want an individual who understands the strength and the importance of high-quality service and installations, emphasizing a 5-star customer experience.
Job Overview:
Our customer service team is essential to keeping the company operating and ensuring homeowners have a great experience with us. Customer Service and Dispatcher Specialists act as a liaison, provide product/services information, answer questions, schedule service appointments, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. This position uses critical thinking, with detail and precision, to build efficient routes for the techs in the field. The best dispatchers are also great at building relationships with the techs to make communications smooth.
It’s a big job, and we value feedback from our customer service team to ensure the company is operating efficiently and that homeowners are happy with our work.
Here are a few benefits of choosing to work for Door Serv Pro:
- Opportunity for raises after completing Service Titan certification
- Paid training
- Bonuses based on performance
- PTO/ Sick time
- Paid Weekly
- Paid Holidays
- Company Phone
- Benefits Package
To succeed in this role, you must be organized, efficient, persuasive, and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing our Garage Door company.
Responsibilities: (This list may not include all the duties assigned)
- Go the extra mile to help homeowners and potential customers
- Manage large amounts of incoming phone calls and outbound return calls
- Use software, like our ServiceTitan CRM, to record interactions with homeowners
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Follow communication procedures, guidelines, and policies. Routing and dispatching technicians to locations according to predetermined schedules, customer requests, or immediate needs
- Building relationships with technicians to better understand what motivates them.
- Communicating with technicians and customers throughout the day via telephone, text messaging, and email
- Focus on 1-call resolution whenever possible to provide our customers with a 5-star experience
Requirements
- High school diploma or equivalent
- Proven sales and customer support experience or experience
- Strong phone, active listening, and Excellent communication skills to collaborate with others under any type of condition
- Excellent clerical and organizational skills to keep track of schedules and routes
- Familiarity with CRM systems and practices
- Knowledge of computers for scheduling and other dispatching duties
- Customer orientation and ability to adapt/respond to different types of characters.
- Ability to multi-task, prioritize, and manage time effectively.
- Ability to multitask with different, and sometimes conflicting events happening at the same time
- Ability to relay information in a fast-paced environment
- Ability to be persuasive with customers when necessary
- Shift Availability: Thursday through Monday from 11:00am to 7:00pm
