Based on the system given route planning, the dispatcher manually adapts them to upcoming daily business incidents. These include but are not limited to appointment cancellations, warranty appointments, emergency / VIP service requests, out of area and lift assist planning.
Monitor the technician schedules with regards to optimization potential (productivity)
Contact consumers regarding service visit appointments (schedule, postpone, decline)
Communicate and propose activities for adaptions and optimizations (capacity and area modifications)
Know, identify and manage daily scheduling tasks in a timely manner to ensure a positive consumer experience
A minimum of 3+ years of customer service experience is a plus.
Demonstrates a high level of commitment to customer satisfaction.
Excellent customer service skills with the ability to identify potentially negative or crisis situations and apply conflict resolution principles to mitigate or resolve the issue.
Proven ability to evaluate customer complaints, assess alternatives, and make solid, consistent decisions and/or recommendations as required.
Outstanding listening as well as persuasive written and verbal communication skills with proven ability to write clear, concise, and accurate messages.
Ability to maintain a professional and calm demeanor while juggling multiple tasks concurrently.
Must be stress resistant, team-oriented and highly organized.
Strong affinity for computer data entry and ERP/CRM systems.
Ability to learn and become proficient with internal programs and new software.
Prior experience with In-home service of consumer goods preferred.
Why you might like working here:
You love autonomy and the accountability for results
You like working for a family run company, market leader in the premium domestic appliance.
You like working for a company that believes in the aspiration to do it forever better and to be forever better
A competitive compensation package
100% covered Life and long-term disability insurance
Wellness discounts on medical premiums
401k with company match
Generous Employee Purchase program
Wellness and volunteer Programs
Engaging Employee Activities
What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.
Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.
Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.
"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".
Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V