Dispatcher/Customer Service Representative
Summit Heating and Air Summit Heating and Air Marietta, GA Marietta, GA Full-time Full-time $40,000 - $65,000 a year $40,000 - $65,000 a year 7 days ago 7 days ago 7 days ago Job Title:
Service Dispatcher and CSR Department:
Service Reports to:
Service and General Manager FLSA Status:
Non-Exempt Classification:
Work Hours:
8am to 5pm, Monday through Friday, some overtime Pay Scale:
$40,000-$65,000 Position
Summary:
Maintain our technicians daily schedules and dispatch them to their respective appointments.
Schedule return trips with customers when parts are in.
Maintain the on call schedule for service technicians.
Maintain customer database with current information.
Clear and concise communications with department managers, employees and company customers.
Keep customers appraised as to company schedule and requested lead-times.
Provide accounting with maintenance contract billing information.
Ensure time cards are completed and accurate.
Collect payment from past due invoices.
Provide assistance to general manager with projects and administrative needs.
Required Qualifications:
Must love people and add to our culture.
Advanced customer service skills.
Ability to multi-task Organized Geographical knowledge of service area or map reading skills Knowledge of industry is recommended but not required Computer skills especially MS Word and Excel High school diploma or general education degree (GED) Three years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience Must be flexible and patient with managing multiple requests from team and customers throughout the day.
Qualifications:
Working Knowledge of HVAC Industry 3
years dispatching experience Advanced level skills using Microsoft Office products Proficiency with Service Titan Essential Functions and
Responsibilities:
Take incoming customer calls.
Schedule and coordinate all service calls as calls are received.
Create dispatch ticket for all service calls.
Dispatch Service Technicians, one call at a time.
Continually adjust and update dispatch board for maximum efficency Daily debrief of Technicians to ensure any follow up is handled appropriately.
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.
Maintain the maintenance agreements, including billing, scheduling, database information, customer files and renewals.
Order parts for special orders as needed Receive deliveries from vendors Ensure trash and recycling show up along with billing was done appropriately Help with accounts receivable collection Maintain dispatch board to reflect the actual days activity Follow up on unsold estimates to help keep board full Ensure everyone has clocked in and out properly each day Cold call existing customer base for memberships Update customer files as information is received from installation.
(Extended warranties, equipment info, new customers, etc.
) Maintain on-call schedule Maintain customer history files in database Prepare paperwork for all manufacture warranty parts Facilitate return of warranty parts Check technician timecards for accuracy Forward checks and payments to accounting.
Happy calls / customer surveys.
Calculate reporting information and enter into 8/10 database.
Other duties as assigned Success Factors / Job Competencies:
Customer Service - ability to service both internal and external clients with a high degree of satisfaction Commitment to company values Organization - Ability to keep multiple schedules and projects organized and on schedule Communication - Excellent interpersonal communication skills Physical demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Physical Demands:
Need to be onsite during business hours Work Environment:
Continued patience and flexibility with team and customers.
Performance Standards:
Certain key business indicators that will measure the effectiveness of this job description.
These include the following:
Number of customer complaints due to scheduling.
Number of return trips/call backs due to scheduling inefficiencies.
Accuracy of customer history files.
Filing of service orders.
Accuracy of customer Maintenance Agreement files.
Timeliness of billing information to accounting.
Timeliness of warranty part processing.
Timeliness of 8/10 reporting, current with-in three days.
Follow up on pending or recommended work.
Travel time goal = hour Job Type:
Full-time Pay:
$40,000.
00 - $65,000.
00 per year
Benefits:
Dental insurance Flexible schedule Health insurance Life insurance Paid time off Relocation assistance Vision insurance Schedule:
8 hour shift Ability to commute/relocate:
Marietta, GA 30060:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Dispatching:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Service Dispatcher and CSR Department:
Service Reports to:
Service and General Manager FLSA Status:
Non-Exempt Classification:
Work Hours:
8am to 5pm, Monday through Friday, some overtime Pay Scale:
$40,000-$65,000 Position
Summary:
Maintain our technicians daily schedules and dispatch them to their respective appointments.
Schedule return trips with customers when parts are in.
Maintain the on call schedule for service technicians.
Maintain customer database with current information.
Clear and concise communications with department managers, employees and company customers.
Keep customers appraised as to company schedule and requested lead-times.
Provide accounting with maintenance contract billing information.
Ensure time cards are completed and accurate.
Collect payment from past due invoices.
Provide assistance to general manager with projects and administrative needs.
Required Qualifications:
Must love people and add to our culture.
Advanced customer service skills.
Ability to multi-task Organized Geographical knowledge of service area or map reading skills Knowledge of industry is recommended but not required Computer skills especially MS Word and Excel High school diploma or general education degree (GED) Three years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience Must be flexible and patient with managing multiple requests from team and customers throughout the day.
Qualifications:
Working Knowledge of HVAC Industry 3
years dispatching experience Advanced level skills using Microsoft Office products Proficiency with Service Titan Essential Functions and
Responsibilities:
Take incoming customer calls.
Schedule and coordinate all service calls as calls are received.
Create dispatch ticket for all service calls.
Dispatch Service Technicians, one call at a time.
Continually adjust and update dispatch board for maximum efficency Daily debrief of Technicians to ensure any follow up is handled appropriately.
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.
Maintain the maintenance agreements, including billing, scheduling, database information, customer files and renewals.
Order parts for special orders as needed Receive deliveries from vendors Ensure trash and recycling show up along with billing was done appropriately Help with accounts receivable collection Maintain dispatch board to reflect the actual days activity Follow up on unsold estimates to help keep board full Ensure everyone has clocked in and out properly each day Cold call existing customer base for memberships Update customer files as information is received from installation.
(Extended warranties, equipment info, new customers, etc.
) Maintain on-call schedule Maintain customer history files in database Prepare paperwork for all manufacture warranty parts Facilitate return of warranty parts Check technician timecards for accuracy Forward checks and payments to accounting.
Happy calls / customer surveys.
Calculate reporting information and enter into 8/10 database.
Other duties as assigned Success Factors / Job Competencies:
Customer Service - ability to service both internal and external clients with a high degree of satisfaction Commitment to company values Organization - Ability to keep multiple schedules and projects organized and on schedule Communication - Excellent interpersonal communication skills Physical demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Physical Demands:
Need to be onsite during business hours Work Environment:
Continued patience and flexibility with team and customers.
Performance Standards:
Certain key business indicators that will measure the effectiveness of this job description.
These include the following:
Number of customer complaints due to scheduling.
Number of return trips/call backs due to scheduling inefficiencies.
Accuracy of customer history files.
Filing of service orders.
Accuracy of customer Maintenance Agreement files.
Timeliness of billing information to accounting.
Timeliness of warranty part processing.
Timeliness of 8/10 reporting, current with-in three days.
Follow up on pending or recommended work.
Travel time goal = hour Job Type:
Full-time Pay:
$40,000.
00 - $65,000.
00 per year
Benefits:
Dental insurance Flexible schedule Health insurance Life insurance Paid time off Relocation assistance Vision insurance Schedule:
8 hour shift Ability to commute/relocate:
Marietta, GA 30060:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Dispatching:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
