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Authority Brands · 11 hours ago

Customer Service Representative

Fitchburg, MA

Full-time

Onsite

New Grad, Entry Level

Authority Brands is dedicated to protecting families from pests through its Mosquito Squad service. The Customer Service Representative will handle calls from current customers, schedule maintenance, and ensure efficient communication between clients and technicians.

FranchiseHome and GardenHome ServicesJanitorial Service

Responsibilities

Makes outbound calls to current customers and schedules their yearly maintenances

Takes inbound calls

Makes every effort to compress call scheduling effectively maximizing productivity and revenue

Notifies clients ahead of time if the Technician is not going to arrive at their home within the scheduled time window

Re-schedules appointment times at client’s convenience as necessary

Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians

Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the “Right” Technician is sent to the “Right” appointment. The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call

Shares responsibility to ensure that all Technicians arrive at their designated appointments on time

Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues

Notifies the Operations Manager if a Technician is not performing at maximum acceptable performance standards

Enters equipment type and age information for systems into SuccessWare to keep accurate client location data and for generating future sales leads on older equipment