Bilingual Customer Service Representative

Service Dispatcher Job Description

Michaelson’s Appliance Repair is looking for a service dispatcher to join our team. As the service dispatcher, you will be responsible for dispatching Service Technicians to repair, service, and inspect electric, gas, or steam powered residential appliances.You will act as the primary communication hub for the service team and customers, efficiently managing and coordinating resources to ensure smooth operations and timely service repair. You will be responsible for receiving and prioritizing service requests, dispatching resources, real-time communication and coordination, customer interaction along with data management and reporting.

Essential Functions:

*Included but not limited to

• Answer incoming calls to communicate with customers, dealers, and third party vendors to determine the service and scheduling needs of the customer
• Generate service calls within the computer program (Service Desk) recording the type and scope of work to be performed
• Arrange and confirm service appointments to ensure efficient scheduling with high customer and technician satisfaction
• Work closely with with Service Manager and other Service Dispatchers to coordinate technicians according to customers requests, technician abilities, and location
• Determine schedules, assign technician workloads, dispatch technicians to the job and update service information within the dispatch system
• Schedule and notify customers and technicians of daily assignments; monitor technician workloads and capacity throughout the day
• Interact with parts department to verify availability of parts to ensure quality and timely service calls
• Create and maintain new customer accounts with up-to-date and accurate information
• Understand and communicate service fees and collect appropriately from customers

Minimum Qualifications:

• High school diploma (some college preferred)
• Excellent customer service skills, communication, and problem solving skills
• Excellent organizational skills
• Must be motivated, a self-starter, and able to follow through on duties and assignments with minimal supervision
• Bilingual applicants encouraged to apply

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off

Experience:

• Appointment scheduling: 1 year (Required)

Work Location: In person