Actively monitor the dispatch board and daily reports to adjust service calls and installations based on urgency, customer satisfaction, technician ability, and profitability
Responsible for assisting and managing the work for upwards of 50 technicians in a day
Debrief technicians after every service call and installation by verifying proper work was completed, labor hours and drive time were recorded accurately, required pictures were taken, customer signature was captured, and equipment was entered or updated properly
Collaborate with other dispatchers and project team to offer assistance with installations and service calls such as technician support and optimization strategies
Conduct routine check-ins with technicians every 3 hours to ensure safety and efficiency as well as provide assistance or guidance
Answer inbound calls, made outbound calls, and responded to emails for technician assistance and customer updates
Participate in meetings and recurring training
Create purchase orders for technicians to purchase parts
Dispatcher/Customer Service Representative
Hoover Electric, Plumbing, Heating & Cooling
Troy, MI
10.2022 - 06.2024
Consistently monitored and adjusted current and future service calls/installations on the dispatch board in collaboration with profit-oriented and customer first dispatch training, ensuring customer and company needs were met effectively
Responsible for assisting all technicians by scheduling future installations, resolving conflicts, updating existing jobs, giving directions, establishing clear objectives, and verify they have the proper tools, materials, and help
Provided outstanding customer service to new and long-standing customers when answering a high volume of inbound calls and emails to facilitate customer's service requests, question, issues, schedule work, provide updates, collect payment, update account information, and gather additional details to set up technicians for success
Conducted routine check-ins and debriefed each technician after every job
Monitored results of service calls and installs to collaborate with senior management in daily meetings on company objectives, profit goals, data analysis, and protocols to make improvements
Trained new employees
Utilized questioning techniques to identify customers' service requirements, urgency levels, and individual characteristics to deliver 5 star customer service
Educated customers on companies procedures such as what to expect with the service and installations
Maintained consistent daily follow-ups on existing estimates that have not been sold, inquiries on our services from over 10 lead sources, and valuable service plan holders to see if they want to book inspections or renew their membership
Optimized the efficiency of customer service operations by decreasing wait times and streamlining phone communication to reach a larger customer base
Used sales-like strategies to convince hesitant customers to use our company over others and to purchase our annual service plan
Participated in weekly training and meetings
Manager/Dispatcher (Promotion)
Wok To You Delivery
Roseville, MI
01.2021 - 10.2022
Managed customer service representatives and delivery drivers daily
Monitored the dispatch board and to ensure customer satisfaction and efficiency to meet quoted times
Collaborated with staff and suppliers to maximize customer satisfaction
Optimized operational procedures and established clear objectives
De-escalated problematic customers by maintaining a calm and friendly demeanor
Answered inbound calls, emails, and made outbound calls to facilitate customer's orders, questions, and concerns
Addressed internal and customer-related issues each day and affected strategic resolutions
Hired and trained new employees
Reviewed routes, daily traffic, and weather conditions to adjust plans, meeting requirements and service needs
Performed closing duties nightly such as paying and checking out drivers, handling cash, making deposit bag, and electronically imputing companies financials
Use Microsoft Excel to input companies' ledgers
Customer Service Representative
Wok To You Delivery
Roseville, MI
06.2020 - 01.2021
Provided outstanding customer service to new and long-standing customers when answering a high volume of inbound calls and emails to facilitate customer's orders, question, and issues
Asked customer probing questions to determine service needs and accurately input customer's contact information, credit card information, address, and order into the electronic systems
Improved customer service wait times
Made outbound calls customers to obtain account information
Set up and activated customer accounts
Educated customers on the order and delivery process
Education
High School Diploma -
L'Anse Creuse High School
Harrison Township, MI
06.2021
Skills
Scheduling and Coordinating
Data Entry
Multitasking
Professionalism
Strong Verbal and Written Communication
Proficient in Service Titan, Microsoft, Adobe, Google, and Customer Management Applications/Software