HomeServe USA

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Temporary Appliance Dispatch and Service Representative

Temporary Appliance Dispatch and Service Representative

Job ID 
2017-2554
Job Locations 
US-NJ-Hammonton
Category 
HVAC/Energy Services

More information about this job

Overview

HomeServe USA, ranked as a 2016 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

 

In this role, the Appliance Dispatch and Service Representative will take customer calls for appliance service and will schedule appointments.  He/She will plan and dispatch daily service work to service technicians to ensure timely and efficient service. He/She will also investigate customer complaints and resolve customer product or service issues. 

Responsibilities

  • Develops schedule of appliance service work orders and makes modifications as necessary. 
  • Monitors queues to assure constant work flow to individuals and make modifications as needed.
  • Dispatches appliance service employees on service calls, taking into consideration workload, travel time, technician skill level and other factors.
  • Monitors service technician work progress and adjusts schedule as needed to meet customer needs. Contacts customers as required to reschedule jobs.
  • Coordinates with utility dispatchers to optimize workforce efficiency and meet customer and Company needs.
  • Maintains records regarding repairs, installation, removal of equipment or appliances and hours required on each call
  • Receives check‑in and end‑of‑day calls from service workers by radio, telephone, etc.
  • Takes calls from customers for service and schedules appointments.
  • Responds to customer inquiries or complaints regarding services, billings and issues within the appliance service business, resulting in appropriate resolution.
  • Processes customer requests and proactively contacts customers regarding service offers.
  • Coordinates requests and problems with appropriate departments.
  • Establishes and maintains a productive working relationship with customers, appliance service employees, utility dispatchers and others in the company.
  • Communicates any work load problems, excessive time delays or anticipated overtime needs to supervision in a timely fashion.
  • Performs various clerical duties and utilizes computer systems, as required, inherent with the position’s responsibilities. Performs other related departmental duties, as required.

Qualifications/Skills

  • High school diploma or equivalent is required.
  • Minimum one to two years related dispatching and/or customer service experience.
  • Good working knowledge of the service area and service work.
  • Excellent oral and written communication skills.
  • Good phone etiquette.
  • Good working knowledge of PC and mainframe‑based application, i.e. dBase, Lotus, word processing, etc. is required.
  • Customer oriented with ability to solve problems.

 

 

Homeserve is an affirmative action-equal opportunity employer