What are the responsibilities and job description for the Customer Service Representative position at Dunn's HVAC, Plumbing & Electrical?
Description:
The Service Coordinator is a critical frontline role responsible for handling inbound and outbound customer communications, job booking, dispatch coordination, and service follow-ups. This position ensures accurate job details, technician pairing, and scheduling execution to support the field team's efficiency and the company’s commitment to excellent customer service.
A successful Service Coordinator is organized, calm under pressure, and adapt at multitasking in a fast-paced environment. This role requires strong communication, critical thinking, and a keen attention to detail to ensure smooth daily operations across HVAC, plumbing, and electrical departments.
Job Requirements:
- Customer Communication & Scheduling: Promptly and professionally respond to inbound calls, emails, and texts. Schedule and reschedule service calls based on urgency, technician availability, and geography, while ensuring accurate information is entered into ServiceTitan.
- Job Booking & CRM Accuracy: Confirm job details with customers, follow call scripts and protocols, collect payment information as needed, and maintain real-time, accurate notes within the CRM.
- Dispatch & Technician Coordination: Monitor the job board throughout the day to efficiently assign jobs, pair technicians by skill and location, manage scheduling conflicts, and coordinate real-time changes with both technicians and customers.
- Customer Follow-Up & Retention: Perform confirmation calls, reminders, and follow-ups for unsold jobs. Assist with membership renewals and customer retention promotions, and address or escalate customer concerns or complaints.
- Operational & Administrative Support: Maintain job board organization, document red flags or unusual trends, and support backend tasks such as permit processing, warranty registration, and rebate submissions.
- Cross-Departmental Communication: Communicate effectively with GMs, service managers, and other departments to ensure smooth daily operations and uphold a professional, organized office environment.
Job Type: Full-time
Pay: From $15.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Dispatching: 2 years (Required)
- Customer Service: 2 years (Required)
- Computer skills: 2 years (Required)
Ability to Commute:
- Anniston, AL 36207 (Required)
Work Location: In person
Salary : $15