The Customer Service Dispatcher is responsible for managing all inbound customer phone calls and emails as they first enter the Customer Service Department at Precor. Selected individual will receive, triage, and route incoming cases as well as take appropriate action on any urgent issue that requires immediate attention. The Customer Service Dispatcher will also drive improvement in the structure and overall usage of Precor’s CRM and phone systems.
SCOPE OF POSITION
The Customer Service Dispatcher reports to a Customer Support Manager and works under general supervision.
ESSENTIAL JOB FUNCTIONS
First point of contact for all inbound customer phone calls.
Triage/assess all customer calls, determine appropriate internal resource to receive, and ensure call is routed appropriately.
Monitor/Process all inbound support-related customer e-mails.
Create support cases in CRM that provide clear, concise and technically accurate problem descriptions.
Dispatch cases and set case priority according to handling guidelines.
Set appropriate customer expectations
Take ownership and solve assigned registration issues
Alert Customer Service management to any/all urgent support situations.
Alert Sales to any/all urgent sales-relate situations. Provide assistance and insight into tools, systems, and process improvement initiatives.
Assist customers with capturing necessary data for troubleshooting – log files, product versions, symptoms, etc..
Assist with Customer Service Team projects as needed.
Performs other duties as assigned.
EDUCATION AND EXPERIENCE REQUIREMENTS
Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.
Associates degree or equivalent experience required.
1+ year call center experience required.
Proficient with Microsoft Office Suite of products.
Excellent organizational skills.
Excellent customer service skills.
Ability to work through problems with minimal help or supervision.
Ability to prioritize appropriately and multitask.
Excellent oral and written communication skills.
Proven ability to follow documented processes and procedures.
Ability to work independently as well as part of a larger team.
Ability to type 35+ WPM.
Analytical thinker with strong attention to detail.
Customer Focus – solicits and uses feedback for continuous improvement. Strives for quality and excellence.
Accountability – takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
Teamwork – Actively assists to move the team toward the completion of goals
Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.
Collaboration - Establishes collaborative relationships to achieve objectives
Keyword: Customer Service, Dispatcher, Call Center
From: Precor Inc.
Precor Inc. - 17 months ago
Founded in 1980, Precor is headquartered northeast of Seattle in Woodinville, Wash., with international offices in the United Kingdom,...