What are the responsibilities and job description for the Service Dispatch Coordinator position at Carolina Comfort Air Inc?
Do you have Dispatch experience and love making things happen? We have the right job for you!
Carolina Comfort Air, Inc, located in Clayton, NC is looking for an experienced Dispatcher to manage the Service Department schedule with CCA clients using Service Titan and Dispatch Pro and coordinate visits through emails, forms and phone calls. Our Dispatch Team also manages customer chats and at times online & AI bookings along with scheduling parts/repairs. Must be a team player and maintain excellent internal and external customer service. Bilingual is a plus!
Weekly Schedule: Training schedule Monday - Friday 7:30am-4:30pm for the first 4-6 weeks
After completion of training, the schedule will be: Monday-Friday with 9-6 or 10-7, with alternating weekends. Weekends are remote work and will have two days off during the week.
Summary/Objective: The Service Dispatch is responsible for managing scheduled appointments with CCA clients to ensure our customers receive the best service possible. Must be a team player and maintain excellent internal and external customer service.
Essential Job Functions:
• Dispatch technicians utilizing DispatchPro, based on priority, technician availability, location, and customer need.
• Schedule demand service calls as calls are received via emails from other co-workers.
• Communicate updates with customers, technicians, and management.
• Identify urgent issues and escalate them appropriately.
• Responsible for answering incoming calls from technicians.
• Must be able to multi-task within chat and phone demand.
• Manage technician schedules & shifts in Service Titan.
• Respond to web chats and online bookings per customer request.
• Ability to work independently, as well as with other team members, is essential.
• Other related duties as assigned.
Requirements:
• Minimum of a High School diploma
• 2-5 years customer service/ call center experience
• Must deliver exceptional customer service
• Excellent communication skills
• Strong attention to detail.
• Service Titan experience preferable
• Knowledge of the HVAC industry is preferable