Amtec Direct Hire

Customer Service Representative

Livermore, CA, us

Company: Amtec Direct Hire

Category: Customer service / support

Published on 2021-10-21 19:24:45

Job Description We are seeking a Customer Service Rep who enjoys scheduling our customers with our technicians and analyzing team workloads, skills and capacity to dispatch the best-suited tech for the job You'll be the lead in our dispatch and customer service team paying close attention to operationalizing our core values into every customer call. Responsibilities of the position include the following;  Receiving emergency and non-emergency calls from prospective or existing customers  Answering all service calls and book the calls in order of urgency and availability of technical staff  Efficiently dispatch and communicate with managers and field technicians  Accurately entering data into customer logs within our Field Management System  Dispatching technicians to service calls based on technical skills, priority, and geographic location  Notifying customers of any schedule changes or if the technician is running late  Monitoring the route and status of field technicians to coordinate and prioritize their schedules  Entering data into the computer, maintain logs and records of calls, activities and other information  Building rapport with customers - understanding that first impressions are extremely important  Supporting management with various administrative tasks during off-peak hours  Periodically supporting customers with processing service payments  Making follow up calls to inquire about any open customer balances Qualifications:  3 years of customer service or dispatch experience (preferred)  Proven performance building rapport with customers while maintaining a professional demeanor  Previous experience with coordinating or dispatching trade personnel  Intermediate to advanced typing skills Competencies:  Familiarity in utilizing Service Titan or other relevant Field Service Management software systems (a bonus)  Familiarity with MS Office and Google Suite  Ability to type 50 words per minute Success Factors:  High level of emotional intelligence, self-awareness and humility, to care for and support the customers and the employees they interact with  Creative problem solver that is quick to improvise when appropriate  Ability to stay calm with difficult customer calls  You excel in a fast-paced environment and being able to solve complex problems  You personally identify and live by our core principles: Follow-through, 5-Star Quality, and Efficiency  Exceptional attention-to-detail and “people skills”  High-quality critical thinking and analytical skills  Excellent verbal and written communication skills Company Description We're not just a staffing companywe're a people company. At Amtec, we care about helping you reach your unique career goals. Since 1959, we’ve changed the lives of thousands of people for the better—people just like you. It’s our purpose to help you find meaningful work by matching your character, competence, and culture with an organization that truly values what you have to offer.
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