CSR - Parts: Road

Description:

The CSR/Dispatcher is a dynamic, customer-facing role responsible for managing inbound service requests, scheduling technicians, coordinating internal departments, and generating accurate quotes for services and repairs. This position ensures smooth day-to-day operations while delivering outstanding customer support and driving revenue through proactive quoting and follow-up.

Requirements:

Job Responsibilities:

• Respond promptly to all incoming service calls, emails, and email requests.
• Log service requests in NetSuite or CRM, capturing detailed unit information (Model, Serial Number, Hours, Issued, History).
• Set clear expectations with customers regarding job timelines, technician availability, and next steps.
• Provide status updates and follow-ups through job completion and billing.
• Monitor the Dispatch Board to adjust technician schedules in real-time.
• Prioritize emergencies and breakdowns while coordinating routine PMs.
• Follow up with technicians for status updates, parts needed, and completion times.
• Assign technicians to Work Orders based on skill set, proximity, and urgency, if needed.
• Potential site visits when needed
• Prepare quotes for rental damage, PM services, and general repairs using standard labor rates and parts pricing.
• Reference unit service history to avoid redundant work and ensure accuracy.
• Coordinate with Parts and Sales teams to verify pricing, availability, and replacement options.
• Send quotes to customers, follow up within 24-48 hours, and update the system based on customer responses.
• Work with Sales if repairs exceed the unit's value to provide replacement options or upgrades.
• Create and manage Work Orders with detailed notes and part requirements.
• Review open jobs daily to ensure progress toward completion.
• Ensure all completed jobs are closed out properly with accurate labor, parts, and resolution notes.
• Submit finalized Work Orders as "Ready to Bill" and communicate with the billing team as needed.

Education and Experience:

• High school diploma or GED required; associate's or technical degree preferred.
• Minimum 2 years of experience in customer service, dispatch, or service coordination.
• Experience in the material handling, equipment rental, or service industry preferred.
• Excellent communication, time management, and problem-solving skills. .
• Strong customer service orientation with the ability to handle urgent or sensitive situations professionally.
• Experience with NetSuite, Salesforce, or other service/dispatch platforms preferred.
• Knowledge of forklift or material handling equipment service industry a plus.
• Accuracy and speed in quoting and estimating repairs. · Bilingual (English/Spanish) is a plus

Performance Indicators (KPIs):

• Average Response Time: less than 1 Business Hour from service request receipt
• Work Order Completion Rate: 95% of WOs completed within target time
• Quote Turnaround Time: less than 24 Hours from service diagnosis to customer send
• Quote Follow-Up Rate: 100% follow-up within 48 hours of quote submission
• Work Orders Closed w/ Complete Info: 100% closed WOs with full notes, parts, and labor
• Technician Schedule Utilization Maintain: more than 85% utilization rate across assigned techs
• First-Time Fix Rate (if tracked): more than 80% (work orders resolved without re-dispatch)
• Customer Complaint Resolution Time: less than 2 business days
• WOs Approved & Billed: $800 Audited 100% audited before billing submission