Client Care Representative / Dispatcher
: Job Details :

Join Our Team of HVAC Service Pros Today!Do you value professionalism and punctuality? Do you want to work with the best pros in the HVAC industry? If you are an individual who values a rewarding career and providing amazing customer experiences, you may be a match for our team. Opportunities for professional technicians and customer service professionals are now available across the country.JOB SUMMARYThis position answers incoming client telephone calls and assists with the supervision and dispatching of all scheduled service and maintenance calls.JOB DUTIES* Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company* Good communication with the client is essential! Has a courteous and pleasant demeanor whether on a phone call or not.* Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time* Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window* Makes outbound calls to club membership clients to ensure that they are satisfied with any repairs* Manages the dispatch board to keep field personnel on the move, servicing clients, and generating revenueMakes every effort to compress call scheduling, effectively maximizing productivity and revenueNotifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time windowRe-schedules appointment times at client's convenience as necessaryCommunicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to TechniciansStrictly adheres to the Dispatching for Profits Priority Service Schedule to ensure the right Technician is sent to the right appointmentShares responsibility to ensure that all Technicians arrive at their designated appointments on timeDebriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issuesEnters equipment type and age information for systems into SuccessWare software systemMINIMUM REQUIREMENTS* High school diploma or equivalent required* Above-average verbal and telephone communication skills are essential* Must have good computer software skills* Prior customer service experience preferred