Dispatcher / Customer Service Representative at INSTALLS inc

Buffalo, NY 14203

About the Job

Summary

 

The Customer Service Representative position is responsiblefor handling inbound/outbound calls, scheduling appointments & resolving scheduling issues, among other responsibilities.  This position will also be responsible for ensuring a quality customer experience throughout the entire installation process.

 

Essential Job Duties and Responsibilities

 

  • Answering inbound calls/making outbound calls
  • Scheduling installations
  • Resolving scheduling issues real-time
  • Delivering excellent Customer Service
  • Other duties as assigned

 

Qualification Requirements

 

To perform the job successfully, an individual should demonstrate the following competencies:

 

Customer Service

  • Manages difficult or emotional customer situations
  • Responds promptly to customer needs
  • Solicits customer feedback to improve service
  • Responds to requests for service and assistance
  • Meets commitments

 

Interpersonal Skills

  • Focuses on solving conflict, not blaming
  • Maintains confidentiality
  • Listens to others without interrupting
  • Keeps emotions under control
  • Remains open to others' ideas and tries new things

 

Oral Communication

  • Speaks clearly and persuasively in positive or negative situations
  • Listens and gets clarification
  • Responds well to questions
  • Demonstrates group presentation skills
  • Participates in meetings

 

Written Communication

  • Writes clearly and informatively
  • Edits work for spelling and grammar
  • Varies writing style to meet needs
  • Presents numerical data effectively
  • Able to read and interpret written information

 

Teamwork

  • Balances team and individual responsibilities
  • Exhibits objectivity and openness to others' views
  • Gives and welcomes feedback
  • Contributes to building a positive team spirit
  • Puts success of team above own interests
  • Able to build morale and group commitments to goals and objectives
  • Supports everyone's efforts to succeed

 

Visionary Leadership

  • Displays passion and optimism
  • Inspires respect and trust
  • Mobilizes others to fulfill the vision
  • Provides vision and inspiration to peers

 

Leadership

  • Exhibits confidence in self and others
  • Inspires and motivates others to perform well
  • Effectively influences actions and opinions of others
  • Accepts feedback from others
  • Gives appropriate recognition to others

 

Ethics

  • Treats people with respect
  • Keeps commitments
  • Inspires the trust of others
  • Works with integrity and ethically
  • Upholds organizational values

 

Organizational Support

  • Follows policies and procedures
  • Completes administrative tasks correctly and on time
  • Supports organization's goals and values
  • Benefits organization through outside activities
  • Supports affirmative action and respects diversity

 

Judgment

  • Displays willingness to make decisions
  • Exhibits sound and accurate judgment
  • Supports and explains reasoning for decisions
  • Includes appropriate people in decision-making process
  • Makes timely decisions

 

Motivation

  • Sets and achieves challenging goals
  • Demonstrates persistence and overcomes obstacles
  • Measures self against standard of excellence
  • Takes calculated risks to accomplish goals

 

Planning/Organizing

  • Prioritizes and plans work activities
  • Uses time efficiently
  • Plans for additional resources
  • Sets goals and objectives
  • Organizes or schedules other people and their tasks
  • Develops realistic action plans

 

Professionalism

  • Approaches others in a tactful manner
  • Reacts well under pressure
  • Treats others with respect and consideration regardless of their status or position
  • Accepts responsibility for own actions
  • Follows through on commitments

 

Quality

  • Demonstrates accuracy and thoroughness
  • Looks for ways to improve and promote quality
  • Applies feedback to improve performance
  • Monitors own work to ensure quality
  • Meets productivity standards
  • Completes work in timely manner
  • Strives to increase productivity
  • Works quickly

 

Attendance/Punctuality

  • Is consistently at work and on time
  • Ensures work responsibilities are covered when absent
  • Arrives at meetings and appointments on time

 

Dependability

  • Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

 

Analytical

  • Collects and researches data
  • Uses intuition and experience to complement data

 

 

Problem Solving

  • Identifies and resolves problems in a timely manner
  • Gathers and analyzes information skillfully
  • Develops alternative solutions
  • Works well in group problem solving situations
  • Uses reason even when dealing with emotional topics

 

Technical Skills

  • Assesses own strengths and weaknesses
  • Pursues training and development opportunities
  • Strives to continuously build knowledge and skills
  • Shares expertise with others

 

Adaptability

  • Adapts to changes in the work environment
  • Manages competing demands
  • Changes approach or method to best fit the situation
  • Able to deal with frequent change, delays, or unexpected events

 

Initiative

  • Volunteers readily
  • Undertakes self-development activities
  • Seeks increased responsibilities
  • Asks for and offers help when needed

 

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