Employment

Customer Service Representative / Dispatcher

Job Description

Dispatch, schedule and close out calls while processing service requests, preparing paperwork for calls, and fulfilling customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within an office environment.

Duties

• Provide fast, friendly and fun customer service to both internal and external customers
• Answer incoming calls related to service, billing, and other departments
• Schedule service / estimate appointments in a timely manner
• Communicate with technicians and other departments via email, text message and phone
• Answer incoming calls, emails, and text messages to close out calls for technicians and sales
• Maintain scheduled calls on the Dispatch board making sure that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA
• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Assist management with customer concerns and work to resolve them efficiently and effectively
• Other assigned duties as directed by management

Education and Experience

• High school diploma or equivalent
• Experience in a customer service/dispatcher environment a plus but not required
• Knowledge of concepts, practices and procedures related to HVAC helpful but not required

Key Competencies

• Honesty and integrity
• Excellent customer service skills with a desire to exceed customer expectations
• Ability to communicate empathy
• Critical thinking and problem solving
• Detail oriented and ability to process high volumes of work with great accuracy
• Adept learner
• Ability to multitask and work independently in a timely manner
• Basic knowledge/operational skills of computers and smart devices
• Basic knowledge of Microsoft Office applications a plus (Excel, Word)
• Excellent verbal and written communication skills

Other Requirements

• Well groomed, neat appearance
• Valid social security number
• Must be able to pass drug test(s) and background check(s) as required by company
• Must be able to sit for long periods of time
• Some weekend and/or after-hours work may be necessary to meet customer needs
• Observe all company procedures and safety rules
• Work as part of our team to ensure customer satisfaction and the success of our company