Position: CSR/ Dispatcher

Pay: $18-$20 an hour

SPIFFs & Annual Christmas Bonus

Location: Festus, MO

Hours:

Full-Time

8-hour shift, Monday through Friday

Benefits:

• 100% Paid Health Insurance
• Vision
• Dental
• 401K with an automatic 3% contribution
• Life Insurance Policy
• Paid Time Off
• Company Uniforms
• Company Event

Requirements:

• High school diploma or equivalent; additional education or training in customer service is advantageous.
• Previous experience in customer service, dispatching, and CRM utilization, preferably in the HVAC or related industry.
• Strong communication skills, both verbal and written.
• Exceptional organizational abilities and the capacity to multitask effectively in a dynamic environment.
• Familiarity with HVAC systems and terminology is desirable.
• Proficiency in utilizing CRM platforms (ServiceTitan) for customer data management, scheduling, and performing inbound and outbound calls.

Summary:

We are seeking a versatile individual to fulfill the role of Customer Service Representative & Dispatcher for our HVAC company. This position requires excellent customer service skills and efficient dispatching abilities, including receiving inbound calls, performing outbound calls for scheduling and follow-ups, and managing customer data within our CRM platform. The successful candidate will handle customer inquiries, schedule appointments, dispatch technicians, and ensure seamless communication between customers and our service team. We encourage you to apply if you are detail-oriented, possess strong communication skills, and thrive in a fast-paced environment.

Responsibilities:

1. Inbound and Outbound Calls:

• Receive inbound customer calls, provide assistance, answer inquiries, and address concerns promptly and professionally.
• Perform outbound calls to schedule appointments, confirm service requests, and follow up with customers for feedback or additional information.

2. Appointment Scheduling and Dispatching:

• Utilize our CRM platform to schedule HVAC service appointments, considering customer preferences and technician availability.
• Dispatch technicians to service calls promptly and efficiently, ensuring timely arrival and completion of jobs.
• Communicate job details, directions, and other pertinent information to technicians to facilitate smooth service delivery.

3. CRM Management:

• Maintain accurate and up-to-date customer records within our CRM platform.
• Document customer interactions, service requests, and technician assignments for future reference and reporting purposes.

4. Collaboration with Technicians and Service Team:

• Coordinate closely with HVAC technicians to ensure clear communication and understanding of service requirements.
• Provide support and information to technicians to optimize efficiency and customer satisfaction.

5. Problem Resolution:

• Address customer concerns promptly and professionally, striving for effective resolution per company policies.
• Escalate complex issues to the appropriate department or management for further assistance.

6. Dispatching Efficiency:

• Monitor technician schedules and workload within the CRM platform to optimize dispatching and minimize downtime.
• Adjust schedules as necessary to accommodate urgent service requests and emergencies.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Festus, MO: Relocate before starting work (Required)

Work Location: In person