Service Dispatcher / Customer Service Representative at Busby's Heating and Air Conditioning in MD-Queenstown-21658

Job description

• The Service Dispatcher reports to the Service Manager, and is responsible for assisting in the administration and productivity of the Service Department. The incumbent is responsible for creating a positive first impression for JC Warner to all callers and visitors.
• Reliability, Initiative, integrity and organizational skills are essential to achieving departmental goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with JC Warner service technicians, suppliers, and service customers.

Responsibilities

• Operating a multi-line telephone system. Answering and transferring callers to the appropriate staff member. Taking and distributing messages as needed.
• Greeting, announcing and directing visitors and customers.
• Assist the sales staff with job folders and other projects as needed.
• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.

Requirements

• Operating a multi-line telephone system. Answering and transferring callers to the appropriate staff member. Taking and distributing messages as needed.
• Greeting, announcing and directing visitors and customers.
• Assist the sales staff with job folders and other projects as needed.
• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.
• Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician is desirable.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Knowledge of Service Titan scheduling software not required but would be a asset.
• Honesty- Integrity-Dependability
• Excellent Customer Service skills
• Ability to communicate empathy
• Detail oriented
• Able to multi-task
• Basic knowledge of Microsoft Office applications
• Knowledge of Service Titan software a plus

Skills

Required

• Excellent Customer Service skills
• Ability to communicate empathy
• Detail oriented
• Able to multi-task

Preferred

• Basic knowledge of HVACR technology

Benefits

• Training
• Health Insurance
• Retirement Plan
• Vacation/Sick Leave
• Paid Holidays
• Competitive Compensation
• Year-Round Work
• Spiffs, Rewards
• Compensation: $19.00 - $25.00 per hour