Optimum RTS - Customer Service Representative/Dispatcher
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Customer Service Representative/Dispatcher

Location : Boynton Beach / REMOTE
Job Type : Contract to Direct
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Information Technology
Job Category : Customer Service and Call Center

Job Description :

Do you have a great personality & communication skills?

Do you have exceptional customer service skills?

Do you want to work in a fun atmosphere with an awesome team?

This company provides IT, Telecom & Cabling services across the US and Canada. We are growing like wildfire and need dynamic customer service pros to help with upcoming projects!

 The full-time positions offer excellent benefits including 100% coverage in health, dental, & vision insurance, 401K plus match, profit sharing, company cell phone service, nationwide gym membership and more. Come join a winning team!

In this role, you will support customers and field technicians on service jobs. We pride ourselves in providing exceptional customer service and we need the “best of the best." Our culture is very fast paced, constantly changing, collaborative & positive. We are seeking smart, motivated professionals with a Disney, Ritz Carlton, southern hospitality type personality that can thrive in an exciting unique IT call center environment. Generally. people from the hospitality & restaurant industries and call centers do very well.

We are looking for team members who can work one of the following shifts (with open availability to help out at other times including weekends, as needed):

1) Wednesday – Sunday, 1pm - 10pm 

2) Tuesday - Saturday, 1pm - 10pm 


Responds to requests by prioritizing and scheduling work order installations and tasks to field technicians for on-time delivery of services

Handles a high volume of outbound & inbound calls - call center

Creates service tickets and scheduling

Verifies that scheduled work orders are ready for dispatch

Actively recruits & schedules technicians for work order requests

Matches technicians to the job ensuring right skills & right tools

Negotiates competitive rates in the recruitment process

Monitors and directs field technicians and order fulfillment tasks

Monitors status and adjusts assignments throughout the shift

Informs and updates field technicians and clients on schedule or technical related issues

Extensive data entry and use of google forms

This is not just inbound customer service. This job entails facilitating jobs with techs & clients all over the US & Canada

Required Qualifications :


Must live within a 30 mile radius of Boynton Beach, FL and also have a home office with excellent high speed internet connection.

Call center experience greatly preferred

Experience in handling inbound and outbound very high call volume is required
Very outgoing, friendly, empathetic, positive outlook, good sense of humor, goes above and beyond for customer - think Ritz Carlton, Disney, & Southwest personalities

Excellent & dynamic radio personality type voices - can speak clearly and with much energy on phone

Excellent verbal communication skills: able to actively listen, speak clearly, mirror tone & take action

Excellent written communication skills - must have perfect grammar, spelling and clear, direct messages with great tone & pleasantries

High attention to detail and accurate notation is critical for this position

Must be able to type a minimum of 45 WPM with 98% accuracy

Ability to think critically and make practical/smart decisions

Great negotiation skills

Ability to work well under pressure - be quick on your feet to do well in our fast-paced atmosphere with a high sense of urgency

Ability to multitask a high volume of work with constantly changing processes & procedures and navigate phone & computer systems while on calls

High initiative & drive to succeed

Intermediate proficiency in excel

Computer/Tech Savvy

Shares the same core values as us including: 1) Model of accountability 2) Warm, friendly & positive - can do attitude 3) Taking pride in everything we do 4) Showing gratitude & respect often and to everyone including our technicians & teammates 5) Giving our best to our customers every day

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