About the position
The Third Shift Customer Solutions Representative position is a fully remote role, primarily responsible for delivering exceptional customer service over the phone. The representative will assist customers by obtaining complete and accurate information while ensuring timely responses to inquiries. This role also involves dispatching calls to technicians and performing various administrative duties. The position requires a commitment to providing high-quality service and maintaining effective communication with both customers and technicians. In this role, the representative will answer inbound phone calls to schedule jobs and handle customer service inquiries. They will also initiate outbound calls for scheduling service calls and efficiently manage various customer requests. A key responsibility is to dispatch the appropriate technician based on their qualifications, geographical location, and customer preferences. The representative will utilize Service Titan and ClearPath software to effectively plan and dispatch jobs, ensuring that all details are accurate, including customer information and job specifics. Proactive communication is essential, as the representative will need to inform customers about estimated arrival times and technician details. Additionally, they will communicate with technicians regarding their availability and expected completion times. The role requires a high level of interaction with service technicians and a diverse range of customers, from residential to commercial. Other duties may be assigned as needed, and the representative must be adaptable to changing priorities.
Responsibilities
- Answer inbound phone calls to schedule jobs and handle customer service inquiries
- Initiate outbound phone calls for scheduling of service calls
- Handle various customer inquiries and requests efficiently and accurately
- Dispatch the correct technician to each job based on qualifications, geography, and customer preference
- Utilize Service Titan & ClearPath software to effectively plan and dispatch jobs
- Proactively communicate with customers regarding estimated arrival times and technician details
- Communicate with technicians regarding availability and expected completion time
- Ensure accuracy of details on all scheduled calls
- Perform a variety of administrative duties as requested by supervisors and managers
- Interact with service technicians and various customers from residential to commercial
- Other duties as assigned
Requirements
- High school diploma or equivalent (GED)
- Minimum of 3 years relevant work experience in a customer service environment
- Must live in Illinois and be able to reliably commute to McHenry, IL for training
- Previous dispatch experience is a plus
- Strong verbal and written communication skills
- Plumbing, Electric & HVAC experience is a plus
- Attention to detail
- Ability to manage priorities and workflow
- Ability to deal effectively with a diversity of individuals at all organizational levels
- Versatility, flexibility, and a willingness to work within constantly changing priorities
- Proficient in Microsoft Office
- Ability to work from home efficiently
- Ability and willingness to work nights and weekends
Nice-to-haves
- Previous dispatch experience
- Plumbing, Electric & HVAC experience
