CSR - Parts: Road at TOTAL WAREHOUSE INC

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

30.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Dispatching, Scheduling, Quoting, Work Order Management, NetSuite, CRM, Time Management, Problem Solving, Communication, Prioritization, Coordination, Billing, Estimating, Follow-Up

Industry

Manufacturing

Description

Description 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. Submit finalized Work Orders as "Ready to Bill" and communicate with the billing team as needed. Education and Experience: 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. Accuracy and speed in quoting and estimating repairs. · Bilingual (English/Spanish) is a plus Performance Indicators (KPIs): 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

Responsibilities

The CSR/Dispatcher manages inbound service requests, schedules technicians, coordinates internal departments, and generates accurate quotes for services and repairs. This role ensures smooth daily operations while providing excellent customer support and driving revenue through proactive quoting and follow-up.