Customer Service Representative and Disptacher

Customer Service Representative and Dispatcher

About the Role: As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.

About Us: We keep on growing because we only hire the best, and our customers love us for it. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

Why You'll Want to Work Here: Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics Performance Pay directly tied to results – Get what you deserve Benefits you will use – Full medical, dental, and vision packages including fully employer paid options Secure your financial future – 401(k) with company match Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors We invest in your future – leadership training that directly results into bigger career opportunities Learn on the job – continuous education stipends available

Key Responsibilities: Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times. Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly. Schedule service appointments and dispatch technicians based on availability, customer preferences, and urgency of service requests. Coordinate with technicians and service teams to ensure efficient scheduling, including optimizing travel routes and minimizing downtime. Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries. Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions. Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary. Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes. Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback. Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions. Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively. Assist in administrative tasks such as data entry, invoicing, and generating service reports as required. Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Qualifications: Previous experience in customer service, preferably in a service-oriented industry. Excellent communication skills, both verbal and written, with a friendly and professional demeanor. Strong problem-solving skills and the ability to think quickly on your feet. Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests. Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite. Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset. Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills. Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service. Ability to work collaboratively within a team environment, supporting a positive and supportive work culture. High school diploma or equivalent.