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3rd Shift Customer Service Representative

Published
July 18, 2019
Location
McHenry, Illinois
Category
Office  
Job Type

Description

Job Title:                       3rd Shift Customer Service Representative
Reports to:                   Call Center Supervisor
Work Hours:                8:00pm – 6:30am; 3 days on, 2 days off
Pay Scale:                      Starting at $17.00/hour

Position Summary:
This position is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties.

Job Duties and Responsibilities:
• Answer inbound phone calls to schedule jobs and handle customer service inquiries
• Initiate outbound phone calls for scheduling of service calls
• Handle various customer inquiries and requests efficiently and accurately
• Dispatch the correct technician (based on qualifications, geography, customer preference) to each job
• Utilize Fleetmatics software to effectively plan and dispatch jobs
• Proactively communicate with customers regarding estimated arrival times, technician details, etc.
• Communicate with technicians regarding availability, expected completion time, etc.
• Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls
• Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company
• High interaction with service technicians and various customers from residential to commercial
• Other duties as assigned

Qualifications:
• High school diploma or equivalent (GED)
• Minimum of 3 years relevant work experience in customer service environment
• Previous dispatch experience a plus
• Strong verbal and written communication skills
• Plumbing, Electric & HVAC experience a Plus
• Attention to detail
• Ability to manage priorities and workflow
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Versatility, flexibility and a willingness to work within constantly changing priorities
• Proficient in Microsoft Office
• Ability to commute to the McHenry, IL office on a daily basis
• Ability and willingness to work nights and weekends

Benefits:
• Medical, Dental & Vision Insurance
• Supplemental AFLAC Insurance Options
• 401(k) Plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Additional commission opportunities available
• Tuition Reimbursement

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