Customer Service Representative/ Dispatcher

AUTHORITY:   To act in the best interest of the company and self in the scheduling of

Service and the maintaining of proper customer relations and records.

RESPONSIBILITIES

• Answer service phone. Take service calls.
• Scheduling of service calls in a timely manner in Service Titan
• Evaluate urgency of customer’s needs.
• Evaluate service technicians’ capabilities in regard to customer needs.
• Know geographic service area and dispatch accordingly.
• Understand the needs and personalities of service agreement customers.
• Knowledge of the whereabouts of each service technician
• Knowledge of the status of all service jobs at all times including parts on order.
• Ensure service technicians turn in all service invoices and other paperwork related to each completed service call.
• Processing service work orders and data entry of work performed, and materials used into the company’s computerized dispatch and accounting system.
• Ensure service agreement maintenance jobs are completed each month.
• Coordinating with installation supervisor on major jobs when a service technician is required.
• Processing any return of warranty and unused parts to vendors for proper credit.
• Maintaining proper paper files for service work orders and preventive maintenance agreements.
• Make outbound follow calls to customers regarding recent service experience and         convert recommendations into booked jobs.
• Make outbound phone calls to perspective Membership customers.
• Back up fellow coworkers with job duties to complete daily tasks as needed.
• Process credit card payments as needed.
• Promote effective communication through all levels of the customer service function
• Assist in any other task that are requested by supervisor based on business needs.

EDUCATION, KNOWLEDGE AND SKILLS REQUIRED OR DESIRABLE

• High school diploma. Formal customer relations and telephone training desirable.
• Computer literate. Knowledge of Microsoft Windows desirable.
• Ability to work with computerized dispatching, word processors, spreadsheets and databases
• Self-starter, ability to work without close supervision.
• Ability to deal diplomatically and effectively with both customers and service technicians.
• Basic understanding of technical terms and parts related to the heating, air conditioning, ventilation and refrigeration trades.

SECONDARY JOBS: 

• Answer telephone and route calls to appropriate person.
• Process credit card payments for service work orders.
• Support service technicians by helping to find and order parts for jobs and technical information when important.
• Making minor estimates and getting customer approval for service jobs when needed.
• Dealing with customer complaints and resolving problems.