Roles and Responsibilities

  • Receive service calls and schedule service technicians
  • Organize customer lists
  • Schedule service technicians for PMAs
  • Schedule service technicians to minimize drive time between calls.
  • Update customers with approximate service times
  • Maintain organized records of service tickets and invoices
  • Invoice customers
  • 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 txt messages to close out calls for technicians and sales
  • 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

Key Competencies

  • Honesty and integrity
  • Positive Attitude
  • 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

Job Requirements

  • Education and Experience:
  • High school diploma or equivalent
  • 2-5 year experience in a customer service and or dispatcher environment
  • Intermediate knowledge of concepts, practices, and procedures related to HVAC

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