CSR - Dispatch

Scope of Work:

- Process requests from customers by assigning technicians to work orders base on the scope of work, tech skill set, tech availability and location.

- Confirm all the appointments with the customers prior to the tech arriving.

- Work with technicians to update job status, job notes, deliverables, and assign them to remote support as needed.

- Monitor the technicians' route and ensure that customers' appointments are met according to customers' expectations.

- Update customers with a new ETA if the techs has not made it onsite.

- Notate the customers account and assist in work order closure.

- Cancel, Reschedule and place jobs on hold as needed.

- Process inbound and outbound calls from/to customers and technicians. Answer phones promptly and professionally.

- Processes and evaluates information received, prioritizes calls or activities and escalates issues accordingly.

Minimum Requirements:

- At least 2 years in College

- At least 2-3 years experience working as Customer Service Representative - preferably in a Field Service or Dispatch Account

- Has good English communication skills

- Has excellent customer service skills and problem-solving skills.

- Willing to work on shifting schedule and on-site.

- Willing to work on-site

- Preferred but not required - knowledge in the use of Contractor Management software, such as Work Market or Field Nation