Customer Service Representative/Dispatcher (Full-Time)

Join Our Team of HVAC Service Pros Today!

Do you value professionalism and punctuality? Do you want to work with the best pros in the HVAC industry? If you are an individual who values a rewarding career and providing amazing customer experiences, you may be a match for our team. We have an immediate opening for a Customer Support Representative/Dispatcher!

JOB SUMMARY

As a vital member of our team you will serve as a brand ambassador through every interaction with our customers. You will be the first voice a customer hears when they call One Hour Heating & Air Conditioning of Kannapolis, so you must have the right attitude an an energetic personality. You won't just be answering phones, you will be learning how we can make someone's day better. You will answer incoming client telephone calls and assists with the supervision and dispatching of all scheduled service and maintenance calls. You will also manage various online applications that may require outbound calls or response to customers via email in a timely manner. The ideal candidate will be able to manages day to day office functions as it pertains to service calls ran, to include but not limited to, invoice review, parts ordering and job closeout.

JOB DUTIES

• Answers incoming telephone calls and recognizes that this is where the client will form their first impression of the company
• Good communication with the client is essential! Has a courteous and pleasant demeanor whether on a phone call or not.
• Entering client data into required systems accurately and coordinating customer and Technician availability.
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
• Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window.
• Makes outbound calls to club membership clients to ensure that they are satisfied with any repairs.
• Completing Permit requests.
• Reviewing invoices and completing customer financing requests.
• Performing administrative tasks as required.
• Learn and use proprietary software for daily functions..

MINIMUM REQUIREMENTS

• High school diploma or equivalent required
• Above-average verbal and telephone communication skills are essential
• Must have good computer software skills
• Must be able to work 8am- 5pm Monday-Friday, 9am- 2pm on Saturdays, and the flexibility to take calls remotely from 5pm until 10pm as needed.
• Prior customer service experience preferred
• Prior service call dispatching experience preferred
• Experience working in a Trades/Contractor environment, preferably HVAC, a plus
• Experience using Successware a plus