Dispatch in Los Angeles
Job Type
Full-Time
- Excellent communication skills
- Courteous and clear telephone voice
- Excellent customer service skills
- Previous sales experience preferred
- Previous customer service experience desired
- Correct English usage: grammar, spelling, and punctuation
- Ability to follow oral and written instructions
- Ability to calculate figures and amounts
- Customer relations and sales skills.
- General use of computer software and Microsoft Office Suite
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.
Essential Functions
- Assists with daily routing procedures for the field technicians
- Effectively confirms customer availability for appointments and back fills routes as changes occur
- Maximizes daily revenue by efficient route management and scheduling of additional work as opportunities arise
- Is aware of the status of each route at all times throughout the day
- Notifies management of any and all relevant concerns as they arise
- Updates customers and technicians regarding the status of their service appointment as needed and ensures customers have minimal need to contact the office
- Ensures all customer service routes have been completed or communicates to management the status of each pending customer at the end of each shift of business day
- Communicates effectively with outside personnel and customers using phone, text, email, and in person
- Serves as liaison between field technicians, customers, and management
- Meets corporate guidelines with regards to attendance and punctuality.
- Promptly and courteously answers incoming telephone calls.
- Provide timely and accurate information to incoming customer inquiries, demonstrating knowledge of all company products, services.
- Explains fully the benefits of additional cleaning services and obtains order information.
- Upsells all COIT services.
- Informs customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.
- Provides customer with instructions for preparation of carpeted areas or upholstered furniture to be cleaned on the scheduled day.
- Handle customer complaints and challenging situations in a professional manner.
- Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel
- Provide timely feedback to the Company regarding service failures or customer concerns.
- As appropriate, reschedules customer service appointments and schedules additional service stops
- Contact potential customers by telephone and attempt to close unresolved sales opportunities.
- On a daily basis, accurately completes customer invoices, updates routes, and maintains supporting paperwork.
Other Duties
- Clerical duties as assigned.
- Maintains efficient manual procedures during system downtime.
- All other duties as assigned.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is a sedentary one. Requires sitting for extended periods of time and using the telephone (with a headset), computer monitor and keyboard.