We are currently recruiting for a professional and reliable customer service representative and dispatcher to act as our company's first point of contact for customer calls. In this position, you will be in charge of greeting customers with a pleasing demeanor, following the company call procedures to gather important information, following procedures in accurately inputting data into the dispatching platform, and directing field units effectively. To succeed in this position, all candidates should be able to multi-task in stressful conditions with little supervision and possess good judgment skills to know when to escalate issues to management. Punctuality, attention to detail and the ability to humbly accept direction and follow office procedure is paramount. In addition to being an excellent communicator, the ideal candidate will also demonstrate superb organizational and interpersonal skills as well as take the lead in requesting general housekeeping tasks during downtime. The company recognizes and promotes growth within and recognizes and promotes employees who are dedicated, loyal and easily trained. This family-oriented business has been in business for over 30 years and many employees have been celebrated for their 5, 10, 15 and 20 year tenure.

Responsibilities:

• Answer emergency and non-emergency calls and document important information.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to services and appointments.
• Use the telephone and/or software to direct crews and other field units to the appropriate sites.
• Prioritize and organize calls according to urgency.
• Supervise the route and status of field units to prioritize their daily schedule.
• Maintain and update call logs, call records and other important documentation.

Requirements:

• High school diploma or equivalent qualification is required.
• Strong knowledge of emergency processes and procedures.
• Excellent communication and interpersonal skills.
• Proficient in MS Office, Excel and Microsoft products with proven experience in data entry, and excellent proofreading and grammar skills.
• Familiarity with Service Titan software is advantageous but not a prerequisite
• Ability to work well under pressure
• Ability to follow company procedure and accept general leadership guidance when needed.
• Must be able to work some evenings and every other weekend.