Customer Service Rep/Dispatcher

Job Description

PRIMARY FUNCTIONS:

Receives and dispatches NAOU and Local Fountain and Cooling/Vending service requests. Schedules installation and removal of Fountain equipment and reschedules Calls, as required. Maintain future service schedules. Manage Refunds associated with faulty Vending Equipment. Reviews all NAOU Invoices for accuracy and enters into the Thirsty System. Complete and review all Local Invoices for accuracy. Maintains Cooling/Vending Repair Logs.

Qualifications:

Requires a High school diploma or general education development (GED) diploma

Minimum of 1-2 years of administrative work experience

Requires excellent computer skills to include accuracy in data entry and creating and maintaining excel spread sheets

Must have demonstrated the ability to follow up independently on work deadlines

Must have outstanding communication, organizational, and customer service skills

Must pass the company background check and drug testing

Ability to sit for at least 6-8 hours/daily

Ability to lift 50 pounds at least once a month

Maintains a professional relationship with co-workers, customers, and the public

A good candidate must provide a good work history that demonstrates: dependability, integrity, attention to detail, self-motivated, excellent customer service and takes initiative

Ability to pass the company’s background and Motor Vehicle Report and the company’s drug testing requirements

Responsibilities:

Keys all Work Orders into Thirsty database as provided by the Fountain Technicians.

Generates the Invoice Entered Report daily and confirm for accuracy.

Follows up on any discrepancies with the appropriate parties, including but not limited to NAOU.

Distributes copies as required.

Reviews with the Services Operation Manager & Sales and Service Director any discrepancies that have not been resolved.

Maintains spreadsheets regarding details of each Work Order.

Maintains spreadsheet regarding Vending Out of Stock calls.

Generate reports and distribute as required.

Process NAOU 140 equipment returns report a minimum of twice monthly.

File all work orders.

Works closely with Data Processing and Accounting personnel to ensure accuracy of Invoices.

Closes entries daily on the Thirsty data base and distributes copies to Accounting, Data Processing and Sales and Service Director.

Answer phone lines as received in order to communicate accurately with customer and technicians regarding any issues.

Maintain professional relationship with all contacts and ability to communicate verbally and written in a professional manner.

Coordinates the administrative duties for the fountain department and cooling/vending departments.

Perform other duties as assigned by manager.

Document Vending and Cooler repair calls.

Dispatch Vending and Cooler repair calls.

Follow up with all Customers who leave voice mail to ensure information left is complete and correct.

Maintain a monthly record of all Vending and Cooler repair calls.

Collect invoices daily from all repair calls dispatched the prior day.

Dispatch “Fill” requests to Driver, Route Manager and FS Trainer/Relief.

Submit this log to Full Service Department, VP of Sales and Marketing, COO and others as needed.

Field all calls for vending refunds.

Follow up on all “Refund” Requests by dispatching a Technician and properly processing the refund as needed.

Create and organize a folder for all upcoming NAOU and LMP Installs and Projects.

Ensure technicians assigned to any NAOU Project has all guidelines and instructions prior to scheduled date of work.

Follow up with FSOP Department ensuring all paperwork is complete prior to scheduling any installs.

Ensure product and CO2 is on site prior to any fire-up of equipment.

Successfully complete all required RCCB Training.

Attend all monthly safety meetings and successfully complete all monthly safety videos, as required.

Assist in other departments, as needed.

Full-time