Service Dispatcher / Customer Service Representative

Job Description

Job Description

The Service Dispatcher reports to the Service Manager, and is responsible for assisting in the administration and productivity of the Service Department.   The incumbent is responsible for creating a positive first impression for JC Warner to all callers and visitors. 

 
Benefits

• Training
• Health Insurance
• Retirement Plan
• Vacation/Sick Leave
• Paid Holidays
• Competitive Compensation
• Year-Round Work
• Spiffs, Rewards

 
Reliability, Initiative, integrity and organizational skills are essential to achieving departmental goals in this position.  Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with JC Warner service technicians, suppliers, and service customers. 

Job Qualifications:

• Operating a multi-line telephone system.  Answering and transferring callers to the appropriate staff member.  Taking and distributing messages as needed.
• Greeting, announcing and directing visitors and customers.
• Assist the sales staff with job folders and other projects as needed.
• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.
• Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician is desirable.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Knowledge of Service Titan scheduling software not required but would be a asset. 

Key Competencies:

• Honesty- Integrity-Dependability
• Excellent Customer Service skills
• Ability to communicate empathy
• Detail oriented
• Able to multi-task
• Basic knowledge of Microsoft Office applications
• Knowledge of Service Titan software a plus