Customer Service Representative/Dispatch

Customer Service Representative / Dispatcher

What you will do:

Under general supervision from the Office Administrator, assist with coordination of customer service requests, while maximizing technical resource productivity and profitability. Partners effectively with Service Managers and other stakeholders to support a successful HVAC service business. Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides back up customer call handling, as needed. Provides administrative, day-to-day support in the service operational areas.

Responsibilities

Customer Service:

• Receive and process customer requests for both scheduled and unscheduled service.
• Address customer inquiries and effectively resolve or escalate issues as needed.
• Proactively contact customers to ensure their satisfaction and commitment to payment.
• Maintain delivery standards in line with Absolute Heat & Air's objectives for exceptional service and customer satisfaction.

Service Coordination:

• Assess customer needs and match the appropriate skillset of technicians to meet those needs.
• Handle an average of approximately 120 outbound calls per day to coordinate service appointments.
• Coordinate with technicians to communicate action plans and services to be provided to customers.
• Ensure that all work meets and exceeds customer expectations, conducting followups as necessary.
• Coordinate labor scheduling to align technicians with customer and service needs.
• Provide daily schedules and maintain consistent communication with assigned technicians.
• Monitor and follow up on activities to ensure completion within established timeframes.
• Support inventory control process, including updating equipment asset transactions.

Administrative Support:

• Reconcile all service requests on a daily basis.
• Prepare yearly, monthly, and weekly execution plans for membership scheduled service visits.
• Participate in regular Business Review meetings, providing critical account information related to profitability and customer satisfaction.
• Research and follow up on action items assigned during meetings.
• Ensure all customer account information required for call management and scheduling is up to date in ServiceTitan CRM
• Support the administration and resolution of warranty claims.
• Run query reports and research unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.
• Reconcile accounts payable exceptions as necessary.
• Research, resolve, or escalate accounts receivable disputes as needed.
• Update and maintain customer account information, including special billing conditions, tax status, invoice approval contacts, billing addresses, and special billing rates.

Requirements:

• High school diploma or equivalent is required.
• Strong organizational and attention to detail skills are essential.
• Excellent interpersonal skills to communicate effectively with both internal and external clients.
• Ability to manage multiple projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
• Experience and/or basic knowledge of project accounting or costing principles are desirable.
• Ability to influence diverse teams to achieve tasks and goals.
• Proficiency in Microsoft Excel is a must.

Preferred Qualifications:

• Associate's degree is preferred.
• Minimum of 2 years of experience in a customer service role, preferably in service operations and/or service scheduling.
• Experience with ServiceTitan software is an advantage.

Join our team and take on a rewarding role where you can deliver outstanding customer service while coordinating essential service operations. As a Customer Service Representative / Dispatcher, you'll play a crucial part in our commitment to providing top-notch service to our valued customers. Apply today and become a vital member of the Absolute Heat & Air family!

Job Type: Full-time

Pay: $14.00 - $30.00 per hour

Benefits:

• Health insurance
• Paid time off

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Cave Springs, AR 72718: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Work Location: In person

Salary : $14 - $30