Susanna Thomas
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
1
1
year of professional experience
Work History
Customer Service Representative/Dispatcher
Drain Pro Inc
Puyallup
02.2025 - Current
- Assisted customers with inquiries about plumbing services and scheduling appointments.
- Answered customer inquiries and provided accurate information regarding products and services.
- Processed service requests using the company's customer management system efficiently.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Educated customers on preventative maintenance for plumbing systems and fixtures.
- Collaborated with technicians to ensure timely service delivery and customer satisfaction.
- Managed incoming service requests for plumbing emergencies and scheduled technician dispatch.
- Supported daily operations by handling phone calls and managing email communications promptly.
- Followed up with customers after service to ensure satisfaction and gather feedback.
- Maintained accurate records of customer interactions and transactions for reference.
- Updated databases with new and modified customer data.
- Developed positive relationships with customers through friendly interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Supported sales team members to drive growth and development.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Provided timely updates to customers regarding their orders or requests.
- Received and dispatched calls for emergency services.
- Received and organized work orders for processing.
- Relayed work orders and information between work crews, supervisors, and field personnel.
- Assisted in training new dispatchers on software systems and operational procedures.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Monitored vehicle locations using GPS technology and communicated status updates.
- Updated records of driver locations, delays, and cancellations.
Education
Challenger High School
Spanaway, WASkills
- Customer service
- Call center experience
- Service request processing
- Payment processing
- Data entry
- Appointment scheduling
- Schedule management
- Coordination
- Multitasking and organization
- Administrative support
- Training assistance
- Problem resolution
- Conflict resolution
- Time management
- Communication skills
- Team collaboration
- Relationship building
- Script adherence
- Professional telephone demeanor
- Entering certified payroll
- Filing intent and affidavits
Timeline
Customer Service Representative/Dispatcher
Drain Pro Inc
02.2025 - Current
Challenger High School