Job Summary:

Diversified Systems, Inc.'s Knightdale, NC branch is seeking a motivated and skilled Customer Service Representative (Dispatcher) to manage all aspects of customer communication, service dispatching, and administrative tasks within our fire safety company. The ideal candidate will possess prior experience in customer service, dispatching, and administrative duties. Experience within the construction or fire safety industry is preferred.

Essential Duties and Responsibilities:

• Handle all incoming client calls for service, ensuring excellent customer experience and timely resolution of inquiries.
• Dispatch drivers and service technicians effectively to various job sites, ensuring timely arrival and efficient service delivery.
• Prepare accurate invoices, pricing details, and confirm job costs of service repairs for each client, maintaining meticulous records.
• Set up, schedule, dispatch, and track all service work orders to ensure timely completion and client satisfaction.
• Provide timely updates to clients regarding the status of their service requests, ensuring transparency and clear communication throughout the process.
• Maintain a comprehensive understanding of our company's services, products, and pricing to provide accurate information and recommendations to clients.
• Collaborate with the management team to identify and implement strategies for enhancing customer satisfaction and improving operational efficiency.
• Handle any customer complaints or issues with professionalism and efficiency, ensuring resolutions that align with company policies and customer satisfaction goals.
• Assist in the development and implementation of improved customer service procedures and protocols to optimize the overall customer experience.
• Adhere to all company policies, procedures, and safety regulations, ensuring compliance at all times.

Required Skills & Qualifications

• High School Diploma or GED
• At least 3 years prior experience in a similar customer service/dispatcher role.
• Proven ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Excellent communication and interpersonal skills with a strong customer-centric approach.
• Proficient in using customer service software, dispatching tools, and Microsoft Office applications.
• Ability to work well under pressure in a fast-paced and dynamic work environment.
• Strong problem-solving skills and the ability to make effective decisions in a timely manner.

Preferred Qualifications:

• Prior experience in the construction or fire safety industry.
• Prior experience in scheduling and dispatching drivers.