Dispatch/Scheduler I (Full Time AND Part-Time)
Looking for a career and not just a job? Do you enjoy helping customers with full support from your team? Are you tired of working at a job with no advancement opportunity? If this sounds like you, we want to talk to you! Pay will be determined off experience.
This CSR/Dispatch opportunity has the responsibility of making our customers happy with our outstanding service.
The qualified CSR/Dispatcher who represents ABC Heating and Air will respond to various customer requests for HVAC Emergency and Non-Emergency calls for help, service requests and information.
The position requires a friendly attitude and the ability to quickly understand the customer’s concerns and respond appropriately. As the customer’s first experience with us, you can make an impact on both the customer’s experience and our success.
If you are excellent at verbal and electronic communications, have good time management, follow-up, and have outstanding organizational skills, we want to hear from you!
Job Duties:
- Provide Fast, Friendly, and Fun customer service to both internal and external customers.
- 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.
- Answer incoming calls from customers related to service, billing, and other departments.
- Make outbound calls to schedule, confirm, and survey upcoming or completed appointments.
- Manage customer concerns and work to resolve them efficiently and effectively
- Other assigned duties as directed by management.
- Help bookkeeper when needed/cross-training.
Education and Experience:
- High school diploma or equivalent
- 1-3 years’ experience in a customer service and or dispatcher environment.
- Intermediate knowledge of concepts, practices, and procedures related to HVAC.
Key Competencies:
- Honesty and integrity
- Excellent customer service skills
- Ability communicate empathy
- Critical Thinking and Problem solving
- Detail oriented
- Adept learner
- Able to multitask
- Proven ability to process high volumes of work with great accuracy
- Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)
- Excellent written and verbal communication skills
Physical Requirements:
- Must be able to sit for long periods of time.