CastleWorks Home Services Company, part of Moore Mechanical, is a growing network providing home service solutions. They are seeking an HVAC Customer Service Representative and Dispatcher to manage customer inquiries, schedule appointments, and dispatch technicians while ensuring high-quality service and customer satisfaction.
Responsibilities
- Answer incoming calls from customers related to service, billing, and other departments promptly
- Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments
- Manage customer concerns with the objective of maintaining a positive customer relationship
- Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts
- Maintain a positive, professional, optimistic attitude in the workplace
- Check voice mail messages from the after-hours answering service
- Review dispatch board with the dispatcher(s)
- Call customers from the non-emergency after hours service to schedule appointments
- Confirm all scheduled appointments with customers throughout the day
- Accurately gather all necessary customer information
- Provide recommendations for service and maintenance contracts as appropriate
- Assist other departments as needed and perform other duties as assigned
- Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information
- Prioritizing service requests to serve the most urgent needs, and technician locations
- Utilizing Service Titan, add and update customer information
- Ensure that service crews are well informed and ready to go
- Dispatch technicians based on emergency and non-emergency calls and document important information
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units
- Direct crews by making contact through the phone and other field units to the appropriate sites
- Supervise the route and status of field units to prioritize their daily schedule
- Operate and manage a multi-line telephone console system
- Respond to queries related to products and deliveries
- Maintain and update call logs, call records and other important documentation
Skills
- Must be able to speak on the phone during the entire work shift
- A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
- Sales experience a plus
- Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
- Strong customer service attitude
- Ability to manage multiple priorities within a fast-paced environment
- Able to 'think on your feet' to provide customers with needed information for their specific installation or repair
- Highly detailed and organized
- Ability to work as part of a team
- Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software
- Stress tolerance- thrives in a high-pressure environment
- Ability to work evenings weekends
- Bilingual a plus
Benefits
- Health, vision, and dental insurance
- 401k with company match
- Paid time off
- Employee discounts
- Fun team member appreciation events
- Paid Time Off/Paid Holiday
- Medical/Dental/Vision/401k match!
- Health Savings Account
- Commission Incentives -paid weekly!
- Uniforms and Uniform Laundering
- Tools and Equipment Provided
- Company Service Vehicle & Gas Card
- 401k Retirement Plan with company match
- Life Insurance
- Employee Assistance Program
Company Overview
The CastleWorks story began in 1995 and grew from the collaboration of many dedicated local professionals committed to service. It was founded in 1995, and is headquartered in , with a workforce of 201-500 employees. Its website is https://castleworks.com/.
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