Overview
Work History
Education
Skills
Timeline
Achievements
Generic

Ezekiel Schaefer

Clinton Township,Michigan

Overview

5
5
years of professional experience

Work History

Dispatcher

Brines Mechanical and Refrigeration
Southfield, MI
08.2024 - Current
  • 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
  • Managing Operations and Efficiency
  • Problem Resolution and Decision Making
  • Time Management
  • Hiring and Training
  • Attention to Detail
  • Teamwork and Collaboration
  • Computer Servicing and Networking
  • Employee Coaching and Motivation
  • Customer Relations
  • Sales Development
  • Calm Under Pressure
  • Active Listening

Timeline

Dispatcher

Brines Mechanical and Refrigeration
08.2024 - Current

Dispatcher/Customer Service Representative

Hoover Electric, Plumbing, Heating & Cooling
10.2022 - 06.2024

Manager/Dispatcher (Promotion)

Wok To You Delivery
01.2021 - 10.2022

Customer Service Representative

Wok To You Delivery
06.2020 - 01.2021

High School Diploma -

L'Anse Creuse High School

Achievements

  • Customer Service Representative of the Year 2023

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Ezekiel Schaefer