Customer Service Representative / Dispatcher (HVAC)

Are you good at making people comfortable? You'll be the first person people talk to when they call in for help, and often, they're stressed out and scared about the problems with their heating or AC. You'll be great at helping them realize everything is under control and you’re here to help!

Do you love a fast paced ever-changing work day? Do you thrive in a multitasking environment? Managing emails, phone calls, schedules and clients who need us RIGHT NOW?! :) If you answered yes, hold the phone! We need to talk.

Are you ready to join our team?

Our Customer Service Representative is responsible for ensuring our service board is full by taking incoming client calls for service scheduling. In addition, this position is required to make outbound calls to club member and non-club member clients to ensure that 4 calls are ran each day per technician. The Customer Service Representative should expect to have an average of 50 calls per day, both incoming and outbound. This role is responsible for accurate scheduling and dispatching for technicians. The primary goal is to ensure 100% client satisfaction by owning each client experience and ensuring they are taken care of.

Essential Job Functions

• Receive incoming service and maintenance client calls
• Make outbound calls to clients as necessary to schedule service calls, or offer tune-ups
• Accurately build service-related calls via our dispatch software
• Accurately build & record sales leads for tracking and proper follow up
  
• When directed, prepare and complete written client communications.
• Demonstrate accuracy and thoroughness in all aspects of position.
• Show ability to make timely decisions in the best interest of the customer and company.
• Assist in maintaining the Service Technicians daily schedules and dispatch the technicians as service calls are completed.
• Schedule return trips with customers when parts are in. (holding for parts calls)
• Assist in maintaining the on-call schedule for service technicians.
• Maintain customer database with current information.
• Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.
• Prepare service invoices and timecards for processing.
• Other projects as directed by the Customer Service & Dispatch Coordinator or the General Manager

Essential Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

• High School diploma or equivalent
• 2 years of customer service experience
• 1 year of call center experience or similar

Preferred Qualifications:

• Associate degree or higher
• Experience with Field Edge, Service Titan or similar scheduling software preferred.
• Previous experience in HVAC or similar trade preferred
• Experience with position that is 70% phone time
• Must have excellent phone etiquette and have the ability to manage multiple telephone lines in a professional and positive manner
• Must be able to effectively prioritize and organize daily job duties
• Must be able to accurately enter order information, including updating of customer accounts, telephone, and contact numbers
• Extremely high attention to detail is required
• Computer Skills: Must be proficient in Microsoft Excel and Microsoft Word; experience with Field Edge software preferred
• Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other team members of the organization; Must be able to read, write, speak, and comprehend English
• Mathematical Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; Ability to deal with problems involving several concrete variables in standardized situations

Compensation & Hours

Starting wage of $20.00 - $25.00 per hour (DOE)

Hours: 8:00 a.m. – 4:30 p.m. or 9:00 a.m. - 5:30 p.m.

Days: Monday – Friday

Benefits: Medical, Dental, Vision + 401k

It is the policy of Meyers Heating and Air Conditioning not to discriminate based on race, creed, color, sexual orientation, gender identity, national origin, sex, disability, religion, or age in its programs or employment practices.