Client Support Specialist (CCS) / Dispatcher

Client Support Specialist (CCS)/DispatcherWe are seeking a part-time Client Support Specialist (CCS)/Dispatcher to join our team for 25 hours/week, with the flexibility to work more if needed. This role offers various shifts for start/end times and days worked, primarily during the first shift.As a CCS/Dispatcher, you will be the primary point of contact for our customers, handling calls, booking appointments, and addressing concerns. You will also manage permitting and efficiently schedule and dispatch technicians. Critical thinking and teamwork are essential for success in this role.Join us and be part of a dynamic team dedicated to excellent customer service and operational efficiency!Job SummaryThe Client Support Specialist (CCS)/dispatcher supports the day-to-day operations of the company and is the primary point of contact for customers. The CCS/dispatcher answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCS/dispatcher will work diligently to solve the problem, to the customer’s satisfaction. As part of this responsibility, the CCS/dispatcher will develop and manage reports and efficiently schedule and dispatch technicians to calls. This role requires the CCS/dispatcher to think critically to ensure they are dispatching the best fit technician for the call. A successful CCS/dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.Essential Duties and ResponsibilitiesThe essential functions include, but are not limited to the following:Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Making sure that the phone is answered promptly and that the approved company greeting is used each time. Notify client ahead of time if the technician/plumber is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction. Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction. Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity. Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job. Follow established procedures to ensure the most suitable technician is assigned to each appointment.Call municipalities, schedule, and obtain necessary permits for work to be completed for homeowners.Debrief technicians after each call and make sure they collected payment.Skills and QualificationsHigh school diploma/GED required Associate degree preferred but not required Self-starter, reliable, flexibility with hours Strong customer service skills Present and communicate professionally (written and verbal) in English required Excellent interpersonal communication skills on a professional and technical level Able to work both independently and as part of a team Strong knowledge of Microsoft Excel, Word and Powerpoint Must be a critical thinker - Strong English composition skills Telephone etiquette and working knowledge of email systems Ability to develop tools that create efficiencies within department Bilingual a plus, not required Physical Demands and Work Environment Physical Demands:The ability to operate standard office equipment, computers, and keyboards. The ability to alternate between sitting and standing is available while working at the desk. Ability to work a flexible schedule Working Environment: Office environment Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityPlease apply online with Roman Electric Co., Inc. at: https://roman-electric.viewpointhr-ats.com/job/904704/client-support-specialist-ccs-dispatcher?s=cl