The Customer Service Representative or Dispatcher position is a customer facing role that handles customer calls to ensure overall customer satisfaction is achieved. The ideal candidate will have a high level of attention to detail, the ability to effectively multi-task in a fast-paced environment, and demonstrates excellent problem-solving skills. This position serves as the primary communicator between Independent Contractor and customers of our organization. A sense of commitment to customer satisfaction and the ability to work well in a team environment are ideal for this position. Superior communication skills and a positive, friendly attitude are critical to success in this role.Customer Service Representative Duties and Responsibilities:Answer incoming phone calls from customers and Independent Contractors and enter information into company specific software system. Prioritizes tasks accordingly.Enter orders for both routed and on demand routes, additional stops, wait time jobs and special order requests from customers as required by department standards.Determine if order can be performed as requested by the customer based upon multiple factors.Assign and dispatch delivery jobs.Monitor online dispatch board for potential issues of delayed service.Monitor current job acceptance log of Independent Contractor to ensure workload balance; route reassignments, as necessary, in case of breakdowns or service interruptions.Monitor status of time sensitive deliveries/pickups to ensure timely delivery to customer.Answer inbound calls from Independent Contractors and assist them as needed to help ensure the routes are able to be completed to customer expectations. Assist with Operations Manager and other employee requests related to dispatch and route completion.Monitor and utilize web-based applications, tools, and reports.Handle customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate.Perform day-to-day administrative tasks; i.e. email, electronic file management, etc.Ensure policies and procedures as defined by company are consistently followed.Perform other duties as assigned..
Customer Service Representative Knowledge/Skills/Abilities:Ability to establish a high level of trust and credibility in the organization.Must be extremely detail oriented and able to accurately process transactions.Proactive and resourceful. Ability to work effectively in a fast paced environment.Ability to effectively communicate verbally and in writing at all levels of the organization.Proficient computer skills, including but not limited to: MS Word, Excel and database programs.Critical thinker with strong analytical skill set.Ability to lift up to 25 pounds on occasion.Ability to work overtime as necessary.Experience/Education:High school diploma required, Associates Degree preferred.Previous call center, customer service, records clerk, data entry, administrative, or other related office experience preferred.PM19 PI108151045
Associated topics: call center representative, call center specialist, coordinator, customer service specialist, internship, platform support, representante de servicio al cliente, system support, technical support, telephone