Customer Service Specialist / Dispatcher Balkan Sewer and Water Main Service is NYC's largest house sewer and water service line contractor. Balkan also operates a comprehensive drain cleaning company. The Balkan Team has been in continuous operation for over 65 years, and has a pristine reputation in the NYC plumbing industry. To learn more visit Balkan Plumbing.com. Our vital and growing firm is searching for a skilled Customer Service Specialist / Dispatcher who will be responsible for providing effective customer service for our internal and external customers by using excellent, in-depth knowledge of company services as well as communicating effectively with team members within the organization. The primary focus of this role is to ensure that field technicians are productive and on-time to service appointments. The dispatcher is responsible for proactively monitoring technicians' work routes and communicating with technicians and the call center.
Responsibilities:
Schedule and route technicians, based on job requirements, skill sets, and availability using the Dispatch system.
Creating work orders, dispatching technicians, and communicating with customers.
Accurate Salesforce data entry.
Relay work orders, messages, and information to and from work crews, supervisors, and co-workers using telephones or computers.
Prioritize work orders according to urgency and importance.
Skills and Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential functions. Telephone Skills Documentation SkillsData Entry Skills Informing Others ListeningVerbal and Written Communication Energy LevelMulti-tasking DependabilityEmotional Control Reporting Skills
Requirements:- Proven experience as an account manager, customer service representative or relevant position
- Experience with high phone volume
- Outstanding organizational and multitasking abilities
- Active listener with excellent communication skills
- Sound judgment and critical thinking; problem-solver
- Ability to work independently and efficiently
- Self-motivated, detail-oriented and organized
- Ability to quickly adjust priorities and maintain productivity
- Proficient in English (oral and written)
- Proficient in Spanish (oral and written), a plus
- High School diploma
