Customer Support Specialist/Dispatcher

Check out what our employees have to say about us at https://powersguaranteed.com/about/careers/

Who are we?

Established in 1994 by Al Powers, Powers Guaranteed Services began as a sole proprietorship.

During the past (almost three) decades, the company has grown to more than fifty employees in multiple locations, with extensive and varied knowledge and skillsets spread across the organization.

*As an employer who is very much invested in his staff, Al and his team have worked hard to provide competitive pay, fantastic benefits, and a positive work environment.

We pride ourselves on our industry expertise, as well as our dedication to integrity, honesty, and for always choosing to do the right thing, in every situation!

What we’re looking for:

Ideal team members are those dedicated individuals who constantly strive for excellence and continuous improvement, and who consistently focus on solutions to overcome obstacles.

This is achieved with honesty and integrity, to efficiently perform the hard work necessary for success, in a cooperative and collaborative team environment.

Does this describe you? If so, you are likely to be a perfect fit for Powers!

*Currently, we are seeking a motivated individual to join our team as a Customer Support Specialist/Dispatcher. This is a full time role, (30+ hours per week) with a flexible schedule, and there may be opportunities for additional hours based on company need and candidate availability. The Customer Support Specialist will be responsible for the job responsibilities, as outlined below:

Customer Service Specialist/Dispatcher

Job Summary/Objective:

· To promote and adhere to company performance expectations through positive and consistent customer interaction.

· The Customer Support Specialist must be able to balance and prioritize work and ensure quality production output.

· The Customer Support Specialist reports directly to the Customer Service Specialist Team Leader.

· This position is based in the Swanzey, NH location.

Essential Duties and Responsibilities:

· Carry out Key Performance Indicators (KPI’s) as directed. These KPI’s include but may not be limited to:

Duties/Responsibilities:

- Respond to inbound calls from customers who require residential planned maintenance service(s) to be scheduled, rescheduled, or cancelled.

- Make outbound calls to customers whose residential planned maintenance service(s) are due to be scheduled, or need to be rescheduled or cancelled.

- Manage service technician schedules and dispatch accordingly, optimizing travel and labor efficiencies.

· Schedule repair and/or troubleshoot visits for both commercial and residential customers.

· Schedule warranty start-up services for new customers

. Solicit and sell planned maintenance service agreements to new and existing customers

· Serve as a first-line resource for customers regarding accommodation and/or billing questions.

· Identify and help support process improvement opportunities/efforts.

· Update customer information in Company’s ERP system as needed.

· Work with all departments to meet customer needs.

· Complete all required documentation and reporting in a timely manner.

· Participate in meetings, as directed.

· Report areas of concern to the Customer Service Support Specialist Team Leader or to the Service Manager.

· Other duties as assigned. Potential for duties in accounting, or other areas of expanded customer support. *Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Skills, Experience and Qualifications:

· A.S. or B.A. in Business, Marketing, Sales preferred, or a comparable mix of education and experience.

· Employment background in Customer Experience, Service, Sales, or related field (3 – 5 years, required)

· Preference may be given to candidates with experience in the technical/manufacturing/skilled trade fields.

· Preference may be given to candidates with experience in the related customer support fields of accounting/bookkeeping.

· Must consistently demonstrate a customer-centric attitude.

· Ability to work and make decisions independently to support the Company’s stated goals.

· Exceptional communication skills. (Written, verbal)

· Ability to work as part of a team to ensure that customer expectations are met.

· Ability to work cooperatively across all functional areas, strong interpersonal skills.

· Strong analytical and problem-solving skills.

- Reading and legible writing of the English language is essential for this position.

- Consistent demonstration of a positive attitude, with the ability to always remain professional and courteous.

- Must be able to prioritize, organize work, manage time, and work unsupervised.

- Keen sense of urgency and attention to details.

· Ability to function effectively in a fast-paced and potentially stressful environment, while remaining agile and demonstrating a willingness towards the potential of job expansion with cross-training into other expanded customer support, administrative, or bookkeeping functions.

· Strong conflict-resolution skills.

· Proficient with Microsoft Office suite.

Licenses

N/A

Work Conditions/Environment:

While in the office, the employee will work in a well-lit environment and will be exposed to low levels of noise, with a temperate climate and shall operate office equipment.

While in the warehouse, the employee will work in a well-lit environment and will be exposed to moderate noise levels, cool, or elevated temperatures, dust, fumes or smells, chemicals, and moving mechanical equipment.

Physical requirements:

The requirements listed below are representative of the requisite background required to adequately perform the functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, up to 30 pounds, open filing cabinets and bend or stand on a stool as necessary.

Sitting or standing for extended periods of time. Good or corrected eyesight is required. Fine Motor skills are necessary. Must be able to verbally communicate using the English language. Must be able to hear and use the telephone. Must be able to read and write in the English Language.

Position Type/Expected Hours of Work

This is a part-time position. Hours of work and days will be between Monday and Friday, specific hours TBD. Occasional evening or weekend work may be required as job duties demand.

Safety and Health:

· At times, and in varying degrees depending upon the specific details of possible contagion exposure- it may be necessary for Powers to follow CDC or other recommended health safety guidelines for the protection of its staff. All staff must follow protocol, as directed.

· Promote a safe working environment.

· Participation in all emergency evacuation drills is required, which may include the use of strobe lighting and loud sirens.

· Participate in employee safety training and comply with safety protocol and procedures, as directed.

Standards: Employees shall work to ensure that Powers Guaranteed Services can provide excellence in service to its customers. Employees will not work under the influence of illegal mood-altering drugs or alcohol. Adherence to Powers Guaranteed Services dress code. Adherence to all company policies and procedures.

Job Types: Full-time, Part-time

Pay: Up to $25.00 per hour

Benefits:

- 401(k)

- 401(k) matching

- Flexible schedule

- Paid time off

- Professional development assistance

- Referral program

People with a criminal record are encouraged to apply

Work Location: In person