Primary Purpose:

The Customer Service/Dispatch Service Representative plays a crucial role in our electric company by providing exceptional customer service and support to our customers by efficiently coordinating and dispatching service requests to field technicians. This position serves as the first point of contact for customers, handling inquiries, booking calls, and providing information related to our services and policies, plus handling records, reports, and correspondence, managing databases, utilizing phones and technology, and performing various other duties to ensure prompt and effective service delivery and customer satisfaction. The primary purpose of this role is to ensure customer satisfaction and maintain positive relationships with our valued clients.

 Qualifications:

  • High school diploma or equivalent (associate’s degree preferred).
  • Proven experience in a customer service role, preferably in the electric or utility industry.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and conflict resolution abilities.
  • Ability to empathize with customers and provide effective solutions.
  • Proficiency in using computer systems and software for data entry and record-keeping.
  • Familiarity with Customer Relationship Management (CRM) software or databases (example-Service Titan).
  • Knowledge of electric industry products, services, and terminology (preferred).
  • Ability to work effectively in a team environment.
  • Strong time management and organizational skills.
  • Attention to detail and accuracy in handling records and reports.
  • Microsoft Excel, Word, Outlook, and Teams

Responsibilities and Duties:

  • Records, Reports, and Correspondence:
  1. Build and maintain accurate customer records, including contact information, inquiries, and interactions.
  2. Prepare and update reports related to customer service activities, inquiries, and complaint resolutions as needed.
  3. Send corresponding prepaid dispatch communications to customers and maintain records of dispatch invoices and shared policies and procedures.
  4. Take clear messages for all office staff and technicians in the field.

 Phones and Technology:

  1. Ensure all calls are answered promptly using proper communication scripts on every call for quality and efficient interactions.
  2. Sound professional and authentic when talking to customers.
  3. Have consistency in what our customers hear and can expect.
  4. Proper use of company software (Service Titan).
  5. Ability to set priorities.
  6. Scheduling and managing large amounts of inbound and outbound calls in a timely manner.
  7. Book the call on the dispatch board.
  8. Create projects and build invoices for local and out of service calls with dispatch charges.
  9. Respond to customer chats in a timely and professional manner.
  10. Strong phone and verbal communication skills using a multi-line phone system.
  11. Maintain accurate reporting of aborted calls and canceled appointments.

 Customer Service:

  1. Build relationships with customers encouraging repeat business.
  2. Communicate clearly and effectively with all customers via Service Titan, email, phone, and text.
  3. Promote customer satisfaction by converting incoming calls into booked service appointments.
  4. Effectively manage conflict resolution with clients through clear expedient communication.
  5. Assist in identifying opportunities for process improvements to enhance customer satisfaction.
  6. Participate in training and development programs to enhance customer service skills.
  7. Recite and communicate in verbal and written form all Tiger Electric Service Department policies and procedures.

 Dispatch:

  1. Schedule calls using and manipulating the 3-day call board.
  2. Maintain clear communication with service coordinator, managers, logistics team and leads.
  3. Communicate clearly and effectively with all technicians via Service Titan, email, phone, and text.
  4. Manage the whereabouts and needs of every technician in the field.
  5. Right technician scheduled to right job.
  6. Work directly with service coordinator and managers on scheduling calls, scheduling technicians, and anything else necessary for the best customer service experience.
  7. Work directly with service coordinator and managers on procedures, training, and anything else necessary for the best customer service experience.

 Other:

  1. Be a team player.
  2. Ability to multitask.
  3. Be flexible.
  4. Ability to think on the fly.
  5. Managing time effectively.
  6. Have critical thinking and problem-solving skills.
  7. Invoicing procedures.
  8. Attend team meetings and contribute to a positive and collaborative work environment.
  9. Perform other duties as assigned by the supervisor or manager.

Supervisory Responsibilities:

None

Equipment Used:

Computer, printer, copier, calculator, phone systems, and computer software (Service Titan).

Working Conditions:

Mental Demands/Physical Demands/Environmental Factors:

Maintain emotional control under stress; work with frequent interruptions. Repetitive hand motions; prolonged use of computer. Sitting for long periods. Occasional prolonged and irregular hours.

Pay Scale is $16-$20 per hour dependent on experience

Benefits after 90 days of employment include the following:

  • Vacation and 6-paid holidays
  • Medical, dental, and vision
  • Aflac supplemental insurance
  • Retirement plan with 3% company match
Equal Opportunity Employer, including disabled and veterans.
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