Customer Service Representative

• Respond to incoming calls, including service inquiries, crisis situations, follow-ups, and informational requests
• Create and manage dispatch tickets for service calls, ensuring accuracy and timeliness
• Assign service technicians to calls and conduct post-service debriefs to gather feedback
• Update technician schedules and availability within company systems
• Oversee the dispatch board and maintain an organized service schedule
• Analyze workload forecasts to optimize resource allocation and scheduling
• Provide technicians with essential information and ongoing support during service calls
• Monitor and update service tickets, ensuring all details are accurate and current

• Proficiency in Microsoft Teams, Outlook, and scheduling or ticketing software
• Familiarity with basic Excel functions and data entry
• Ability to multitask and adapt to changing priorities in a dynamic work environment
• Strong note-taking and organizational skills to ensure accurate record-keeping
• Effective stress management and self-motivation to handle demanding situations
• Excellent communication skills to collaborate with diverse personalities and stakeholders
• Ability to provide consistent and detail-oriented customer support

Experience with CRM tools and management systems is a plus

• Medical, vision, dental, and life and disability insurance
• 401(k) plan