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CSR Dispatcher

Frisco, Texas 75034 | Contract To Hire

Post Date: 03/16/2018 Job ID: 5073 Industry: Other Area(s)

Customer Service Representative / Dispatcher - Frisco, TX
Job Description:
  • Answer calls with a friendly and upbeat demeanor
  • Schedule service calls based on priority, technician skillset and job location
  • Dispatch calls to the right technicians
  • Submit warranties for parts replaced under warranty to manufacturers and submit warranty information to manufacturers for equipment installed each week
  • Communicate throughout the day with both Technicians and Customers
    • Notifying technicians of same day jobs being placed on their schedules
    • Notifying customers if technicians are running ahead / behind schedule. Mediating potential problems before they arise (i.e. customer calling in asking where technician is)
    • Making sure payments are being collected for each job (especially when it is a Landlord/Tenant situation)
  • Verify Warranty information if existing customer is calling in with heating or cooling problem
  • Multitasker – talking on the phone with the customer, navigating through our CRM/Dispatch software to check customer notes, schedule availability and technician availability. Often times, technicians and customers calling in so able to prioritize and not become overwhelmed
  • Work closely with other dispatchers to ensure all of our customers needs are being met and they are being provided superior customer service as well as ensuring technicians are getting as much help regarding schedules and customer contact

Ideal Candidate
  • Upbeat, outgoing personality
  • Great communication skills both on the phone and with team in the office
  • Proactive, can work independently and follow through with tasks in a timely manner
  • Reliable since everyone has a key role on the team and their job is needed for the day to run!
  • Team player
  • Able to take criticism and handle negative situations. Often times customers in the pit of summer without AC aren’ t happy campers. They will take their frustrations out on you unfortunately.
  • Great computer skills – We use ServiceTitan and rely on this software for customer records, booking calls, dispatching, invoicing, etc. Everything!
  • Fast learner and adaptable to change
  • Minimum 2 years experience with Customer Service
  • Experience in the HVAC industry. It makes the learning curve a lot smaller when familiar with types of equipment, key phrases to pick up on when speaking with customers to dispatch accordingly, etc. (VERY much preferred but not required)
    • Will be open to speaking with candidates with experience in another closely related home services industry such as plumbing, electrical, etc. (Again much preferred but not required)

Job Type: Full-time

Salary: $16-17/hour

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