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Hero Coffee Works Dispatch and Sales in Missoula, Montana

Job description
We are looking for a customer-oriented service representative and technician dispatcher. Dispatchers prepare the workflow for the technicians including travel time and planning, job details, and communication between clients and Hero's staff. Flexibility and scheduling triage is a needed skill set to perform dispatch efficiently. Being able to foreshadow the schedule months in advance and adjust to changes is the primary job.

Recording the customers pain point and relaying information for followup by technician or email is desired. A customer service representative will act as a liaison. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to customer care specialists. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Manage large amounts of incoming calls
Schedule and predict work flow
Use CRM software to schedule and maintain service and repair jobs
Generate leads and relay to the team for follow-up
Identify and assess customers’ needs to achieve satisfaction
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
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
Skills

Proven customer support experience or experience as a client service representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school degree
Service Fusion or similar CRM experience prefered

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