Second line responder to customers’ requests, service needs, and coordinate resolutions to all issues that arise within 24 business hours. This position will extend our customer care by being friendly, professional, and maintain record of resolutions.

Job Duties:

• ServiceTitan competency (PLUS)
• Ability to make 150 inbound and outbound calls collectively a day.
• Tracking happy calls completed, and marketing trends
• Maintaining customer records
• Answering phones and directing to the corresponding department
• Ability to dispatch and schedule following the scheduling rules 
• Administrative duties as assigned
• Monitors emails for new submissions of service and follows it until a job is booked or the dispatchers have attempted contact
• Verify reviews on ServiceTitan marketing
• Keep track of reviews for employee spiff program
• Respond to all reviews and escalate to the correlating departments
• Review dispatch board daily

Skills and Knowledge:

• Proficient in Microsoft Office suite
• Clear, professional, and empathetic customer service communication via phone, email, and text
• Excellent organization
• Ability to be sitting at a desk for 8 hours a day .

Schedule:

• Full-time Monday to Friday, 8:00 AM to 4:30 PM
• Wisconsin weather may adjust these hours*
• May be approved for overtime by corresponding manager

Requirements:

• High school or equivalent
• Able to pass a background and MVR check