What are the responsibilities and job description for the HVAC Dispatcher/Customer Service position at Clarke-Rush?
The HVAC Dispatcher/Customer Service professional plays a pivotal role in ensuring the efficient coordination of service operations within the HVAC department. This individual is responsible for managing service requests, scheduling appointments, and providing exceptional customer support, to enhance overall client satisfaction and operational effectiveness.
Key Responsibilities:
Receive and process incoming customer service requests via phone, email, and online platforms, ensuring a clear understanding of their needs.
Schedule and dispatch HVAC technicians to service calls and installations, optimizing routes and ensuring timely responses to customer requests.
Maintain accurate records of service requests, technician schedules, and customer communications within the designated management system.
Communicate effectively with customers, providing updates on service status, and technician arrival times, and addressing any inquiries or concerns.
Collaborate with HVAC technicians and management to ensure seamless operations and resolve any scheduling conflicts or service issues.
Provide support in managing customer accounts, including billing inquiries and service history, ensuring detailed and accurate information is presented.
Uphold a high standard of professionalism and respect in all customer interactions, fostering an inclusive environment that values diversity.
Assist in the development and implementation of best practices for dispatch and customer service operations, contributing to continuous improvement initiatives.
Participate in training and professional development opportunities to enhance skills and knowledge of HVAC systems and customer service excellence.
Qualifications:
High school diploma or equivalent; additional education or certification in HVAC or customer service is preferred.
3- yrs proven experience in dispatching or customer service, preferably within the HVAC or construction industry.
Proficient in using dispatch software and customer relationship management (CRM) systems. Knowledge of Service Titan a plus!
Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
Excellent verbal and written communication skills, with a commitment to delivering respectful and inclusive customer service.
Ability to work collaboratively within a team and independently, demonstrating initiative and problem-solving skills.
