Job Description

Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within a call center environment.

Responsibilities:

• Provide Fast, Friendly and Fun customer service to both internal and external customers
• Communicate with technicians and other departments via email, text message and phone
• Answer incoming calls, emails, and text messages to close out calls for technicians and sales
• Maintain scheduled calls on software Dispatch board making sure that all calls are scheduled on appropriate technicians & update customers as needed of technicians ETA
• Answer incoming calls from customers related to service, billing, and other departments
• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Manage customer concerns and work to resolve them efficiently and effectively
• Help all representatives understand our brand, policies and procedures
• Help with projects and focus groups as needed
• Other assigned duties as directed by management
• After-hours on-call phone answering
• Make sure materials are ready for next day's work with purchasing dept.

Candidate MUST speak both Spanish and English.

Candidate MUST have Service Titan knowledge

Candidate MUST have knowledge in the HVAC industry