What are the responsibilities and job description for the Client Care Representative | Dispatch position at Davis Brothers HVAC?

Job Description

Client Care & Dispatch Representative

Job Summary :

Are you a people person with a knack for customer service? We're looking for a dynamic Client Care & Dispatch Representative to join our team! If you thrive in a fast-paced environment and have a passion for providing exceptional client support, this could be the perfect role for you.

As our Client Care & Dispatch Representative, you will be the friendly voice our customers rely on, and the go-to person our service technicians trust. You’ll handle incoming and outgoing calls, resolve issues, address inquiries, and ensure our service technicians are scheduled efficiently. Your strong communication skills, organizational prowess, and customer-centric approach will be key to delivering a top-notch experience for our clients.

Why Work for Davis Brothers Heating and Air Conditioning?

Join the Davis Brothers Heating and Air Conditioning family in Indiana, PA, where we prioritize quality craftsmanship, exceptional customer service, and a supportive team environment. As a family-owned business, we value close-knit relationships and treat every employee and customer like family. We invest in training, growth, and well-being to foster a long-term, fulfilling career. If you're seeking a short-term gig, we're not the place for you. We value hard work, creative problem-solving, and a proactive attitude, always stepping up to help when needed. We welcome tinkerers and figure-it-outers. Honesty and integrity are at the core of everything we do.

We pride ourselves in doing the hard things. We offer competitive compensation, career growth opportunities, and strive for a balanced work-life schedule, though long hours may be required at times to provide critical services to our community. If you need to be home by 4 PM every day, we might not be the right fit. At Davis Brothers, we invest in you, and our team invests in the success of their peers and company as a whole. You'll engage in fulfilling work, connect with the community, and be part of a team dedicated to serving our neighbors. Your skills and dedication will be recognized and rewarded as we work together to keep our community comfortable year-round.

Responsibilities :

Customer Service :

Answer incoming calls from customers and respond to inquiries, concerns, and requests in a professional manner.

Provide accurate information regarding products, services, pricing, and availability.

Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.

Create a positive customer experience.

Initiate outbound calls for appointment reminders for club members.

Maintain confidentiality on all private, sensitive, and proprietary business issues and concerns.

Respond to incoming inquiries from current customers and potential customers in a friendly manner with timeliness and accuracy.

Documentation and Reporting :

Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.

Compile reports on overall customer satisfaction, issues handled, and sales achieved.

Maintain the daily schedule for all service technicians and dispatch technicians as service calls are completed.

Monitor appointment schedule as it evolves throughout the day.

Quality Assurance :

Adhere to policies and procedures to ensure consistent quality service.

Participate in ongoing training and development programs to improve customer service and technical skills.

Perform administrative duties to assist with the overall efficiency of the operation.

Team Collaboration :

Collaborate with team members and other departments to resolve customer issues efficiently.

Share knowledge and best practices with colleagues to enhance team performance.

Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.

Skills and Qualifications :

Position Specific Standards :

Excellent customer service skills with the desire to exceed customer expectations.

Must be highly organized with good attention to detail and follow through.

Exceptional Critical thinking skills

Demonstrate exceptional verbal and written communication skills

High School diploma or GED required; associate degree preferred.

1-3 years of customer service experience preferred.

Experience in Service Titan Preferred.

Ability to report in office for work Davis Brothers HVAC, 1075 Water Street Indiana, Pennsylvania 15701. This position is not able to work remotely.

Advanced computer skills required.

Ability to perform multiple tasks in a fast-paced environment.

Exceptional interpersonal and communication skills both written and verbal

Team player working in a team environment.

Geographical knowledge of service area and / or map reading skills preferred

Physical Requirements :

Regularly spends long hours sitting and using office and using office equipment and computers (80% of the time) in a cubicle office environment.

Spends a majority of the workday on the telephone interacting with customers and technicians.

Occasionally lift 5-10 pounds.

Have good visual and speech acuity and sufficient functioning to operate computer-aided call management hardware, software, and communications equipment.

Willing to work hours outside of normal work schedule, if needed.

Compensation and Benefits :

12-$15 per hour. Based on Education and Experience.

Competitive Paid Time Off

Medical / Dental / Vision Insurance

IRA Match

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Salary : $12 - $15

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