HVAC/R Customer Service Representative/ Service Dispatcher

This is a 100% On Site/ In Office Position

1-2 years experience controlling multiple schedules simultaneously required.

Experience with Service Titan and/or DialPad preferred.

Basic HVAC/R knowledge preferred.

Primary Job Functions:

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians. Maintain a customer database in the CRM (Service Titan) with current information. Clear and concise communications with managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.

Reports to: General Manager

Daily Duties:

• Provide exceptional customer service to clients via phone, email, and in-person interactions
• Schedule and coordinate all service calls as calls are received.
• Create dispatch tickets for service calls.
• Dispatch Service Technicians, one call at a time.
• Debrief Service Technicians as needed.
• Assist customers with inquiries, orders, and product information
• Stay updated on product knowledge and industry trends to better serve customers
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling.
• Follow up on all pending and recommended work with customers.
• Update customer files as information is received from installation.
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Assist with marketing issues as directed.
• Order parts for special orders.
• Maintain on call schedule.
• Other duties as assigned

Required Qualifications:

• Advanced customer service skills.
• Ability to multi-task
• Strong organizational skills
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Strong problem-solving abilities and attention to detail
• Proficient in using computer systems and software applications, ServiceTitan and Dialpad experience preferred.

At our company, we value our employees and offer competitive benefits including:

- Health insurance options
-Simple IRA savings plan with company match
- Paid time off and holidays
- Ongoing training and professional development opportunities

If you are a motivated individual with excellent communication skills and a passion for providing exceptional customer service, we would love to hear from you. Apply today to join our team.

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Benefits:

• Health insurance
• Paid time off
• Retirement plan

Work Location: In person