CSR Dispatcher

To act in the best interest of the company and self in the scheduling of Service and the maintaining of proper customer relations and records. RESPONSIBILITIES Answer service phone. Take service calls. Scheduling of service calls in a timely manner in Service Titan Evaluate urgency of customer’s needs. Evaluate service technicians’ capabilities in regard to customer needs. Know geographic service area and dispatch accordingly. Understand the needs and personalities of service agreement customers. Knowledge of the whereabouts of each service technician Knowledge of the status of all service jobs at all times including parts on order. Ensure service technicians turn in all service invoices and other paperwork related to each completed service call. Processing service work orders and data entry of work performed, and materials used into the company’s computerized dispatch and accounting system. Ensure service agreement maintenance jobs are completed each month. Coordinating with installation supervisor on major jobs when a service technician is required. Processing any return of warranty and unused parts to vendors for proper credit. Maintaining proper paper files for service work orders and preventive maintenance agreements. Make outbound follow calls to customers regarding recent service experience and convert recommendations into booked jobs. Make outbound phone calls to perspective Membership customers. Back up fellow coworkers with job duties to complete daily tasks as needed. Process credit card payments as needed. Promote effective communication through all levels of the customer service function Assist in any other task that are requested by supervisor based on business needs. EDUCATION, KNOWLEDGE AND SKILLS REQUIRED OR DESIRABLE High school diploma. Formal customer relations and telephone training desirable. Computer literate. Knowledge of Microsoft Windows desirable. Ability to work with computerized dispatching, word processors, spreadsheets and databases Self-starter, ability to work without close supervision. Ability to deal diplomatically and effectively with both customers and service technicians. Basic understanding of technical terms and parts related to the heating, air conditioning, ventilation and refrigeration trades. SECONDARY JOBS: Answer telephone and route calls to appropriate person. Process credit card payments for service work orders. Support service technicians by helping to find and order parts for jobs and technical information when important. Making minor estimates and getting customer approval for service jobs when needed. Dealing with customer complaints and resolving problems.