What are the responsibilities and job description for the CSR Dispatcher position at A+ Derr Heating & Cooling?
Job Description:
Job Summary: Responsible for monitoring and maintaining the daily schedule for the Service technicians as well as interacting with the company’s customers by addressing inquires primarily through inbound and outbound calls. This includes scheduling and dispatching technicians for routine maintenance, service ,and install , calls, and prioritizing demand calls.
Essential Duties & Responsibilities:
- Responsible for monitoring dispatch board and scheduling and dispatching of Service/Maintenance/and install, technicians to appropriate locations according to schedules, customer requests or immediate needs.
- Responsible for interacting with customers via multi-line phone system, email, or in person to provide support and information on products and services.
- Prioritize demand calls based upon customer needs and skill level of technicians.
- Interacts with supervisors and/or customers to resolve problems or requests for services or equipment.
- Supports Service/Maintenance/install, Technicians as needed
- Candidates will forward requests to appropriate departments when applicable.
- Schedule and notify technicians of calls through software
- Maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments.
- General office duties may include those in a CSR role such as answering phones, filing, sorting.
- Completes special projects and other duties as assigned.
- Maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments.
- Included on the Call Center On-Call rotation to take after hours emergency calls.
Knowledge, Skills & Abilities:
- High School Diploma or equivalent education required.
- Previous dispatch/call center experience of 1-2 years preferred,
- Previous HVAC experience is preferred.
- Excellent communications skills with the ability to communicate clearly with customers and employees over the phone and in person.
- Proficient computer skills with the ability to learn new software.
- Strong organizational skills and attention to detail.
- Ability to multi-task and prioritize work based on deadlines and work in a face paced environment.
Physical Requirements & Work Environment:
- The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at a time.
Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
