CSR/Route Scheduler

Valentine Mechanical Services, LLC./Louisiana Generators is a family owned and operated Mechanical and Electrical Contractor who specializes in installation, service and maintenance of Generators.   We provide service to our customers, 24 hours a day/7days per week.  We have been in business since 2003 and continue our growth year over year. Currently we are looking to add to our office team a highly professional and organized CSR/Dispatcher for our fast-paced business.  The primary function of the csr/route scheduler is to inbound/outbound customer calls, book jobs, organize, prioritize and equally divide the incoming customer jobs to available Field Technicians. Utilizes customer service training to educate and assist customers in choosing service and products. Follows company training to ensure prompt and accurate job booking/scheduling of incoming jobs. 

Duties and Responsibilities

• Answer a high volume of calls, listening intently to the caller’s information 
• Manage large amounts of incoming calls
• Book jobs from received calls using CRM software
• Generate sales leads
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Ability to work independently
• Must have strong communication skills, including a pleasant phone demeanor
• Must have practical experience in dispatching and the methodology behind efficient practices in dispatching
• Must be able to work with technicians to ensure the highest level of customer satisfaction 
• Must be able to utilize phone, cell phone, email and CRM software at a high level of expertise
• Must be motivated to work independently and multi-task
• Must be able to have flexible availability including weekends and nights
• Confirm booked jobs daily
• Dispatch the appropriate service professionals to the job site
• Schedule service appointments as needed
• Tracking field techs time
• Ensuring field techs document each job accordingly
• Invoice customers and help keep track of billing information
• Confirm that payments have been collected for work performed by techs
• Booking new job for return visit if needed
• Requirements and Qualifications
• High school diploma or GED certificate
• Experience in a similar role
• Strong organizational, multitasking, and communication skills
• Excellent listening, customer service, and phone skills
• Basic computer proficiency
• Experience using Microsoft Outlook 
• Experience using Service Titan is a plus