Customer Service Representative

Level: Entry Job Location: Little Rock, AR.
Education Level: High School Job Category: Customer Service Description We keep growing because we only hire the best and our customers love us for it.
Staley Electric has been at this a long time here in Little Rock, you’ve probably seen our trucks and our ads.
What you don’t know is what it’s like to be a part of a team like this.
How much you feel appreciated when you don’t cut corners.
Because we offer top of the line products and services, we need a top of the line Service Dispatcher who genuinely cares about the customer and looks at this opportunity as not just a job but a fulfilling career, a place to grow, an opportunity to excel, and where your work has a direct effect on the success of the company.
At Staley Electric, you can earn top pay and benefits, receive quality training and be part of a team where you are trusted and recognized for your professional ability.
Purpose: The Billing Customer Service Representative contributes to the company’s bottom line by maximizing revenue, nurturing customer relations and building a positive image.
Job Duties: Directs, controls, and monitors the activities of a company’s technicians.
Maintains contact with customers to exceed their expectations.
Makes important scheduling decisions based on many variables related to time and distance, skill levels, and job priority.
Respond quickly and calmly to problems, schedule changes, and handle emergency calls.
Effectively match each technician’s skill level with the job.
Estimate drive time accurately.
Contact customers to inform them of the technician’s estimated time of arrival.
Keep customers informed of any changes that affect them.
Understand how to create a schedule and use the dispatch software.
Develop contingency plans for busy times; optimize the schedule.
Communicate, as necessary, with inventory personnel and parts people.
Monitor technician performance; record results.
Obtain and verify payment methods.
Prepare for the next workday (supplies, technicians in place, etc.
).
Convert incoming customer calls into booked service appointments.
Deliver call scripts with an authentic cadence; be clear, compelling and personable.
Respond to customer requests, resolving issues and promoting the brand.
Be professional and establish customer rapport, encouraging repeat business.
Participate in training to boost booked calls and practice outbound calling.
Adhere to the company’s plan for resolving customer complaints quickly and favorably.
Follow customer protocol through satisfaction calls and closure documentation.
Maintain and update customer database with complete and accurate information.
Key Strengths: Good at scheduling and communicating.
Successful scheduling means: Match the right technician to the job.
Develop accurate job time estimates.
Get technicians to the job in the most efficient way.
Optimize the schedule.
Display “Excellence” in Customer Service Every Day to honor our customers and make them smile about their experience with Staley Electric.
Live out our core values everyday: Stewards, Trust, Agility, Loyalty, Excellence and having a Yes! Attitude.