Customer Service / Dispatcher

Customer Service Representative/Specialist – Job Description

The best candidate for this position likes speaking on the phone with customers and coordinating with HVAC technicians to meet each customer's needs. In addition, the preferred candidate will demonstrate a level of professionalism through positive communication and attitude and provide an exemplary level of service to our customers. Customer Service Representatives (CSR) are expected to be self-reliant, empathetic, and dependable.

This position requires answering incoming calls quickly and professionally, scheduling service repairs, replacement quotes, and preventive maintenance visits while working closely with other team members to coordinate scheduling. CSRs will make outbound calls to customers to confirm scheduled appointments, follow up on recent appointments, resolve billing issues and schedule upcoming maintenance visits. In addition, CSRs will be asked to take on administrative projects and implement new procedures outside the ones described above.

Our technicians' day-to-day assignments, customer correspondence, part ordering, and billing is done through a cloud-based software called ServiceTitan. Our operations depend heavily on our team's ability to operate iPads, smartphones, and navigation systems. Having some experience with point-of-sale systems like ServiceTitan and the use of smart devices is a plus.

CSR RESPONSIBILITIES (BUT NOT LIMITED TO):

• Answering incoming calls quickly and professionally, scheduling service repairs, replacement quotes, and preventive maintenance visits while working closely with other team members to coordinate scheduling
• CSRs will make outbound calls to customers to confirm scheduled appointments, follow up on recent appointments, resolve billing issues, schedule upcoming maintenance visits, and happy calls (customer satisfaction)
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, and Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
• Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintains customer records by updating account information
• Assists with dispatching as needed
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Keep records of customer interactions, process customer accounts, and file documents
• Take the extra mile to engage customers
• Maintain the maintenance agreements
• Outbound happy calls and mail thank you cards 
• Continually maintains working knowledge of all company products, services, and promotions
• In addition, CSRs will be asked to take on administrative projects and implement new procedures outside of the ones described above

REQUIREMENTS:

• High school diploma
• 5 years of customer service experience
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills - verbal and written
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness
• Ability to prioritize and manage time effectively
• Ability to make decisions based on established guidelines and procedures
• Ability to work effectively in both a team and an independent environment
• Capable of using Microsoft Word and Excel, with keyboarding skills for data entry
• Ability to learn software for data entry and report usage
• Able to follow complex oral and written instruction
• Able to anticipate potential problems and create contingency plans to ensure work is accurate and timely
• Must have excellent attention to detail, critical thinking skills, and possess great planning and organizational skills

Work Hours:

35+ work week

Mon-Fri 8-5pm 

On-Call (Rotation)

Schedule is subject to change depending on the needs of the company