Joshua Keim
Portland,OR
Summary
Results-oriented professional with strong drive and proven leadership skills. Adept at solving complex problems, highly organized and proactive. Deep understanding of customer service, business development, and expertise in using ServiceTitan software. Committed to ensuring productivity and reliability in individual work and collaborative projects.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Dispatcher/Customer Service Representative
Specialty Heating & Cooling
12.2021 - Current
- Efficiently manage a high volume of incoming calls and emails to ensure timely resolution of customer appointments and follow-ups
- Provide exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Maintain accurate records of customer interactions and transactions in the CRM system (Service Titan)
- Cross trained for coverage in other departments including sales and accounting
- Act as point of contact for all in the company with any IT or Service Titan related issues
Customer Service Representative
Oregon Spice Company
07.2021 - 11.2021
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Cold Storage Lead
J&D Refrigerated Services
11.2020 - 03.2021
- Responsible for daily receiving and shipping needs for all external customers
- Maintained database for accurate records of all customer's stored goods
- Provided prompt response by email and phone to vendors and customers inquiries regarding appointments and product releases
Dispatcher/Customer Service Representative
Fleet Concepts Inc
08.2018 - 11.2020
- Coordinated and scheduled the delivery of goods to ensure timely and efficient transportation
- Maintained accurate records of all shipments, including pickup and delivery times, route details, and any incidents or delays
- Communicated with customers regarding shipment status updates, addressing any concerns or issues promptly and professionally
- Maintained strong relationships with vendors/suppliers to negotiate favorable rates for transportation services while ensuring quality standards are met
Dispatcher/Customer Service
J&D Refrigerated Services
08.2016 - 08.2018
- Responsible for daily assignment and tracking of trucks
- Directed dispatching, routing, and tracking of up to 15 trucks
- Maintaining a profit percentage on each load delivered
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Education
High school diploma - Computer Science
Center for Advanced Learning
Gresham, OR06.2012
High school diploma -
Reynolds High School
Troutdale, OR06.2012
Skills
- Dispatch software
- Stress Tolerance
- Customer Relations
- Schedule Management
- Customer Service
- Active Listening
- Organizational Skills
- Microsoft Office
- Attention to Detail
- Communication Management
Websites
Certification
- Certified Administrator at ServiceTitan in 2024
Timeline
Dispatcher/Customer Service Representative
Specialty Heating & Cooling
12.2021 - Current
Customer Service Representative
Oregon Spice Company
07.2021 - 11.2021
Cold Storage Lead
J&D Refrigerated Services
11.2020 - 03.2021
Dispatcher/Customer Service Representative
Fleet Concepts Inc
08.2018 - 11.2020
Dispatcher/Customer Service
J&D Refrigerated Services
08.2016 - 08.2018
High school diploma -
Reynolds High School
High school diploma - Computer Science
Center for Advanced Learning
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