Customer Service Representative (Dispatch)

ROLE SUMMARY

The Customer Service Representative/Dispatch will be responsible for working with the existing service team providing excellent customer service, and communicating professionally with customers, staff, and other distributors. This role will be reporting to the Customer Service Manager.

SCHEDULE: 8:00 AM – 5:00 PM Pacific Daylight Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Answer all incoming calls within three rings

·       Monitor and maintain customer requests for service via phone, customer websites/portals, and shared service and individual emails

·       Handle the creation of service and preventative maintenance and return with parts service orders

·       Assist customers, technicians, and sales staff with questions and concerns regarding service calls within 24 hours

·       Make outbound calls to follow up and or update on service requested, do confirmation calls, and gather customer feedback

·       Participate in individual and team coaching sessions to ensure quality service is provided

·       Manage installs and start-ups of new equipment to include site readiness and logistics of equipment delivery

·       Manage the warranty registration for newly installed units

·       Perform other projects as necessary

QUALIFICATIONS

·       A Bachelor’s degree or equivalent experience in the related field

·       With 2-4 years of customer service experience, via telephone and email in a high-volume call center environment

·       Experience in handling customer escalations is preferred

·       Experience in a multi-client environment

·       Ability to listen attentively, ask probing questions, and use the information provided by customers to tailor responses and actions to meet the customers' specific needs

·       Ability to learn and navigate new software quickly

·       Excellent interpersonal, written, and oral communication skills

·       Detail-oriented, accuracy, and timeliness

·       Ability to maintain efficient schedules with competing priorities

·       Highly motivated, self-starter, and goal-oriented with a proven ability to prioritize and work independently with minimal direct supervision

·       Team mentality and great customer service skills

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Punctual and dependable

·       Ability to function in an autonomous environment—independent worker, self-directed