Remote Customer Service Manager, USA market, night shift in ML Logistics

JOB DESCRIPTION: Remote Customer Service ManagerWe service, repair, replace, and install residential and commercial systems. Our customers trust us because of our quick, honest, and reliable service. Our projects include residential customers that own residential properties and small commercial buildings. We strive to put all our energy into our customers' heating and cooling issues in a professional manner. Their concern is solved transparently because we are committed to putting the customer above the product. We are looking for a talented, honest, and hard working individual to join our small team. Under the direct supervision of the business owner, this person in the dispatch position is the primary customer contact by calls, texts, emails, accessing the nature of the call and creating jobs in a service management software, then dispatch service calls. Will maintain an accurate scheduling system to monitor call status in real-time. Review unfinished jobs to confirm with the technician the job status. Contact supply stores to inquire or order parts. WHAT DOES YOUR ROLE INVOLVE? Receive inbound calls, text, and emails identify the nature of the call/text/email and document all information according to standard operating procedures and dispatch technicians accordingly.Provide customers with updates and estimated time of arrivals.Continuously monitor and update the schedule board to ensure service calls are being dispatched to a technician in a timely manner.Enter new customer information into a software; also update and maintain customer informationManage and resolve customer complaints.Verify technician check-in/check-out in the field from jobs. Monitoring of outstanding jobs: Using the provided reports will review open jobs to determine why the jobs have not been completed. Ensure all costs have been applied and work orders are complete.Any other duties and responsibilities as assigned by the owner.WHAT ARE WE LOOKING FOR IN A CANDIDATE? Ability to handle multiple communication channels in a hectic fast-paced environment during summer months, usually May to September.Detailed oriented ability to multitask and possesses great organizational skills.Must be able to utilize a headset and computer and navigate through multiple systems to input and retrieve information.1-2 years of data entry and call center experience.Comfortable with learning how to use new software. Excellent writing and verbal communication skills in English. A driven self-starter with a strong work ethic that can take the lead on initiatives and follow through on commitments.Very organized with demonstrated ability to multitask.This individual must be a responsible person and regular attendance is required. This is a full time position Monday through Friday, between 8:00am to 5:00pm pacific time zone (6:00pm to 3:00am Kiev time zone). Eight hours per day is required. Specific vision abilities required by this job include close vision and distance vision.EQUIPMENT AND WORK ENVIRONMENT REQUIREMENTS? Minimal background noiseNo distractions in the work environment (no kids or dogs in the background)Internet speed minimum 10 (Mbps) megabits per secondReliable and consistent internet access (battery system backup)Computer microphone, computer camera, and headset.