Hometown Heating and Air Conditioning are looking for an enthusiastic , hard working and solid team member. Our offices are located in Concord,CA and we serve the greater East Bay Area.

We are a family owned and operated business looking to add the right person to our TEAM.

We have a focus on great customer service and strive to make our clients more comfortable in their homes each day. This is a fast paced , enjoyable environment where top performers are rewarded.

RESPONSIBILITIES

The Lead Dispatcher and CSR manages multiple aspects of the office including , Dispatching service technicians and install technicians to multiple locations throughout the day. Getting the right person to the right call is paramount to the sucess of our service department.

Customer service and administrative functions include but are not limited to , setting up technicians phones and i-pads , overseeing service technician timecards prior to payroll , updating review boards and managing a 3 day call board.

Experience in an HVAC or Similar industry office environment is highly desired, but we will train the right candidate. This individual must have a high level of interpersonal and customer service skills and the ability to communicate cross-functionally with different individuals, departments and external parties.

The Lead Dispatch & CSR performs regularly assigned tasks that include but are not limited to the following:

Responsibilities:

• Provides exceptional and timely customer service to current and potential customers in a positive and friendly manner
• Ensure the service department is efficiently dispatched each day
• Schedules and dispatches technicians to meet customer schedules while managing ever-changing priorities and appointment requests
• Effectively and efficiently analyzes and interprets technical data pertaining to HVAC and Plumbing jobs based on the technicians' notes to schedule follow-up appointments when needed
• Manages geographical territories by scheduling the best outcomes possible within the technicians' territory/proximity
• Identifies sales opportunities and evaluate client situations and needs while setting up appointments before a technician goes out for the visit
• Answers customers’ questions and provides additional information as needed
• Keeps up with service and product information and updates
• Understands and communicates expectations, following and firmly executing processes even if challenged by a technician or peer
• Provides timely feedback to the company regarding service failures and/or client concerns
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• May assist with billing/invoicing duties as needed

QUALIFICATIONS

• A minimum of two (2 ) years of HVAC or similar service industry office experience highly preferred
• College degree desirable but not essential
• Able to manage multiple priorities within a fast-paced, deadline driven, multi-discipline environment
• Must be able to work well with others/have good camaraderie skills
• Excellent written and verbal communication skills
• Must have great attention to detail/organizational skills; ability to manage multiple deadlines
• Ability to achieve targets and goals
• Microsoft Office proficiency/ technologically savvy
• Able to take on additional responsibility as a key holder for the business
• Ability to multitask in a fast-paced environment
• Must be able to pass a pre-employment drug screen and background check
• Must be authorized to work in the United States

Job Type: Full-time

Pay: $28.00 - $38.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Ability to Relocate:

• Concord, CA 94520: Relocate before starting work (Required)

Work Location: In person