Customer Service / Dispatcher

Acute Heating & Cooling•Summerville, SC

About The Position

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.

Requirements

High school diploma
5 years of customer service experience
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

Nice To Haves

An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
Having some experience with point-of-sale systems like ServiceTitan and the use of smart devices is a plus.

Responsibilities

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