Sierra Air Conditioning & Heating is looking for a Dispatcher/CSR to join our busy team. We are looking for someone who is hardworking and has a positive “CAN DO” attitude. We need someone who is well-organized and motivated to keep on task and do a good job. You will maintain a safe and clean work environment. Lastly, communicate and cooperate with supervisors and coworkers.

Job Requirements for CSR / Dispatcher in Office

- Open Availability - weekends, nights, some holidays, and on-call, schedule varies

• Positive attitude
• Team Player
• Multitasker
• Read/write
• Must be computer literate
• Must be able to multi-task and stay organized
• Must be able to communicate effectively with a variety of personality types
• Must be reliable and punctual

POSITION PURPOSE

• Establish a direct and positive connection between our customers and the company, ensuring customer satisfaction.
• Provide effective solutions to address customer concerns and problems related to home services.

RESPONSIBILITIES

• Handle incoming calls from customers and address their queries and concerns promptly.
• Maintain accurate and organized customer service records for future reference.
• Respond to customer service inquiries with professionalism and a helpful demeanor.
• Actively contribute to the development of new customer relationships.
• Assess customer needs and work towards achieving their satisfaction.
• Initiate outbound calls to schedule services for existing members.
• Proactively reach out to schedule services for incoming leads obtained through online channels, Costco, and referrals.

MEASUREMENTS OF PERFORMANCE

• Track daily total contacts with customers.
• Monitor booking percentages to gauge successful service scheduling.
• Keep an eye on the abandon rate to optimize call handling efficiency.

ESSENTIAL SKILLS REQUIRED

• Strong problem-solving skills to address customer issues effectively.
• Clear and concise communication to ensure customers understand solutions.
• Maintain a friendly and approachable attitude to create a positive customer experience.
• Display empathy towards customer concerns and needs.
• Efficient time management to handle customer inquiries in a timely manner.
• Patience when dealing with challenging customer situations.
• Effective listening skills to understand and address customer requirements.
• Willingness to continuously improve and adapt to better serve customers.

EXPERIENCE REQUIREMENTS

• Entry-level Customer Service Representatives can start with no prior experience.
• Previous experience in home service customer service is highly desirable.
• Service Titan Experience is a PLUS
• Bilingual is a PLUS