Client Care Representative II (Customer Service/Dispatch)

Job description

Position Title: Customer Care Representative II

Pay Grade: 21, $18.33 to $22.08 per Hour

Position summary:
Schedule and dispatch workers/service vehicles for normal installation, service, or emergency repairs rendered outside the place of business. Duties may include using telephone, or computer to transmit assignments and compiling statistics and reports on work progress. May include basic data entry clerk duties of business information.

Tasks:

• Ensure that the phone is answered on or before the third ring, and that the approved company greeting is used each time.
• Receive or prepare work orders.
• Relay work orders, messages, and information to or from work crews and supervisors using telephones or computer.
• Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.
• Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using computer schedule board or telephones.
• Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.

Skills:

• Active Listening - Giving full attention to what other people are saying, taking time understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Time Management - Managing one's own time and the time of others.
• Service Orientation - Actively looking for ways to help people.
• Coordination - Adjusting actions in relation to others' actions.

Experience and Education:

• High School Diploma (or GED or High School Equivalence Certificate); Over 2 years in office environment; Minimum of 24 months of CCR or equivalent experience.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Speech Recognition - The ability to identify and understand the speech of another person.