Located in Yakima, WA
Pay: $19.00
Job Full Description
Summary/Objective:
The primary function of a Customer Service Representative (CSR) is to work with the Dispatcher to effectively deploy technical resources for maximum utilization. This includes, but is not limited to: daily dispatch of service requests by both managing and monitoring incoming client requests so they can be assigned to the appropriate resource.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Act as the single point of contact for customers for all types of service requests.
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Process service requests as they arrive through email, manual entry, or direct customer input.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Responsible for monitoring the status of service tickets.
- Escalate service requests that cannot be completed by the assigned Technical Resource.
- Provide fast turnaround of customer requests.
- Work effectively in a team and communicate clearly.
- Review all service tickets and edit accordingly for ticket completion.
- Responsible for entering time for all Technical Resources. Time is to be completed by 9:00 a.m. the following morning for the previous day.
- Provide backup to all dispatch service duties.
- Create weekly van inventory forms and maintain van stock levels.
- Ensure bi-weekly vehicle inspections are performed.
- Assist with vehicle maintenance management.
- Assist in receiving freight.
- Maintain a clean driving record – this position is required to drive a company vehicle to customer job sites and run errands as needed.
Additional Duties and Responsibilities:
- Clean warehouse twice a week; tasks include breaking down boxes, recycling equipment, and taking out garbage.
- Complete office maintenance requests for inside or outside the building.
- Participate in department meetings. Provide agenda items for discussion as needed.
- Ensure all gates are closed and locked before leaving at night.
Competencies:
- Customer/Client Focus
- Problem Solving/Analysis
- Time Management
- Communication Proficiency
- Teamwork Orientation
- Technical Capacity
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment:
This job generally operates in a professional office environment. Standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines will be used routinely.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, use hands to handle or feel, and reach with hands and arms. The employee is frequently required to lift and move boxes up to 50 pounds.
Position Type/Expected Hours of Work:
This is a full-time position. Hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.
Travel:
Travel is primarily local during the business day.
Experience/Skills:
- Proficiency with Microsoft Office products including Word, Excel, and Outlook.
- Strong interpersonal skills such as phone communication, active listening, and customer care.
- Ability to multi-task and adapt quickly to changes.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-paced environment.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
Yakima, WA
2517
1021 S. 40th Avenue
Suite 1
Yakima, WA 98908
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