CSR - Parts: Road
5 days ago
Phoenix
Job DescriptionDescription: The CSR/Dispatcher is a dynamic, customer-facing role responsible for managing inbound service requests, scheduling technicians, coordinating internal departments, and generating accurate quotes for services and repairs. This position ensures smooth day-to-day operations while delivering outstanding customer support and driving revenue through proactive quoting and follow-up. Requirements: Job Responsibilities: • Respond promptly to all incoming service calls, emails, and email requests., • Log service requests in NetSuite or CRM, capturing detailed unit information (Model, Serial Number, Hours, Issued, History)., • Set clear expectations with customers regarding job timelines, technician availability, and next steps., • Provide status updates and follow-ups through job completion and billing., • Monitor the Dispatch Board to adjust technician schedules in real-time., • Prioritize emergencies and breakdowns while coordinating routine PMs., • Follow up with technicians for status updates, parts needed, and completion times., • Assign technicians to Work Orders based on skill set, proximity, and urgency, if needed., • Potential site visits when needed, • Prepare quotes for rental damage, PM services, and general repairs using standard labor rates and parts pricing., • Reference unit service history to avoid redundant work and ensure accuracy., • Coordinate with Parts and Sales teams to verify pricing, availability, and replacement options., • Send quotes to customers, follow up within 24-48 hours, and update the system based on customer responses., • Work with Sales if repairs exceed the unit's value to provide replacement options or upgrades., • Create and manage Work Orders with detailed notes and part requirements., • Review open jobs daily to ensure progress toward completion., • Ensure all completed jobs are closed out properly with accurate labor, parts, and resolution notes., • High school diploma or GED required; associate's or technical degree preferred., • Minimum 2 years of experience in customer service, dispatch, or service coordination., • Experience in the material handling, equipment rental, or service industry preferred., • Excellent communication, time management, and problem-solving skills. ., • Strong customer service orientation with the ability to handle urgent or sensitive situations professionally., • Experience with NetSuite, Salesforce, or other service/dispatch platforms preferred., • Knowledge of forklift or material handling equipment service industry a plus., • Average Response Time: less than 1 Business Hour from service request receipt, • Work Order Completion Rate: 95% of WOs completed within target time, • Quote Turnaround Time: less than 24 Hours from service diagnosis to customer send, • Quote Follow-Up Rate: 100% follow-up within 48 hours of quote submission, • Work Orders Closed w/ Complete Info: 100% closed WOs with full notes, parts, and labor, • Technician Schedule Utilization Maintain: more than 85% utilization rate across assigned techs, • First-Time Fix Rate (if tracked): more than 80% (work orders resolved without re-dispatch), • Customer Complaint Resolution Time: less than 2 business days, • WOs Approved & Billed: $800 Audited 100% audited before billing submission