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Customer Service Advisor (Dispatcher)

Position Overview
The Customer Service Advisor (CSA) will work with a Service Manager and will be the Team Admin for approximately 10-15 technicians. The position will be responsible for handling all aspects of the Customer Experience and ensuring customers are satisfied with their Darr Equipment service interactions. The CSA works with parts, rental, sales and other service team members to ensure all service jobs are completed to the satisfaction of the customer and helps to ensure jobs are on time and within budget per service guidelines. The most important job function for the Customer Service Advisor is communicating with the customer every step of the process.

Reporting & Supporting Positions
There are no reporting positions.
Supporting positions include Warranty Claims Analyst, Technical Communicator, Trainer, and Parts Specialist. The CSA will work alongside these service and parts team members to ensure all aspects of the customer experience are handled accordingly.

Essential Duties and Key Responsibilities

Field incoming calls for service requests from customers.
Open and assign work orders to technicians. (May not apply at all branches)
Schedule and dispatch technicians. (May not apply at all branches)
Communicate with Parts Specialists daily regarding updates on backordered parts.
Process all completed work orders daily and review for accuracy. Call customers for purchase orders if required before final review and costing.
Communicate with customer on regular intervals and keep customer informed of status at each step through the process. The customer should never have to call Darr for an update on their service repairs.
Work with Service Manager / Operations Manager to handle any customer billing issues or disputes.
Work with Warranty Analysts to ensure timely completion of all warranty work orders and assist with obtaining any items needed for claims processing
Verify and approve time entry in Paycom and ERP daily for your assigned team of technicians.
Work with Team Leads and technicians to keep jobs within assigned hours and on schedule.
Work with Service Manager to monitor and manage the WIP for your assigned team of technicians

Minimum Education, Skills, and Professionalism

High School diploma or equivalent required
Customer service oriented and driven to satisfy
Strong phone and person to person communication skills
Ability to multitask and pay close attention to details
Excellent organization and time management skills

Working Conditions
This is an office position in a fast-paced environment. This position requires normal eyesight, reading, writing, listening, and speaking abilities. May involve minor lifting and/or working with hands from time to time.

Physical Requirements and Work Content
Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 25 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.

Full-Time Employee Benefits