Customer Service Representative / Dispatcher

Stearns Companies • Toledo, OH

394d

About The Position

The Customer Service Representative / Dispatcher role is essential for ensuring effective communication and coordination between customers and service personnel. This position involves answering customer calls, dispatching workers and equipment, and maintaining accurate records of all interactions. The representative must provide excellent customer service while working collaboratively with team members to meet service demands efficiently.

Requirements

• High School Diploma or GED.
• 2 years' experience in dispatching, customer service, and record keeping, and various administrative duties.
• Keyboarding and Computer Experience in Windows based programs.

Nice To Haves

• Experience communicating with public and law enforcement with courtesy, discretion, and sound judgment.
• Problem-solving skills.

Responsibilities

• Promptly answers incoming calls from customers in need of services.
• Accurately tracks all calls from initiation through completion.
• Coordinates service and schedules of drivers and technicians.
• Monitors location of personnel and/or equipment.
• Answers multiple phone lines.
• Prioritizes calls in order to schedule and dispatch workers and appropriate service units.
• Determines the response needed for all dispatching situations.
• Records, coordinates and maintains records of all calls and dispatches.
• Communicates effectively with drivers to ensure they are responding to the correct location and status.
• Handles customer complaints and concerns, notifying management of issues beyond their scope of authority.
• Manages impound yard inventory.
• Contacts shippers for loads for OTR driver and follows up with payments.
• Updates AAA dispatch regularly (at least 2 times per call).
• Contacts customers to collect payments.
• Maintains high attendance standards, including being on time at the start of shifts and when returning from scheduled breaks.
• Participates in training and development of dispatchers.
• Performs other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Industry: Support Activities for Transportation
• Education Level: High school or GED