Customer Service Representative/Dispatcher

Done Rite Services is a leading provider of residential and commercial HVAC, Electrical, and Plumbing services in Tucson and the surrounding area. We are committed to delivering excellent service to our customers and maintaining a high level of operational efficiency. Our team values professionalism, customer satisfaction, and continuous improvement.

Job Description:

We are seeking a motivated, detail-oriented, upbeat and Customer Service Representative (CSR) and Dispatcher to join our team. The successful candidate will be responsible for providing exceptional customer service, managing incoming calls, scheduling service appointments, and dispatching technicians efficiently. This role requires excellent communication skills, strong organizational abilities, and a customer-focused mindset.

At the current time, we are looking to fill the role for Part Time, Full Time and fill in positions.

Schedule service calls by using prepared scripts.

Record customer information by obtaining and entering required data.

Ensure accurate dispatch information by restating and confirming customer data.

Promote company by suggesting other services your company can provide and offering special promotions.

Maintain customer satisfaction by establishing rapport with customers and others in a position to meet customers’ needs.

Resolve customer concerns by obtaining information from customer, contacting service manager, calling customer back with information.

Keep customers informed by notifying customers of delays/rescheduling in a timely fashion.

Schedule customers based on their individual needs by determining urgency of repair, and their individual (work and personal) schedules.

Ensure customer satisfaction by conducting follow-up “happy calls.”

Maintain complete control over scheduling service calls with customers and monitor technicians’ performances.

Communicate not only name and address of service calls, but also any special instructions, to technicians.

Monitor the job board constantly to locate and assign the most efficient use of technicians.

Contact the customers to keep them informed of the technicians’ progress in getting to them.

Understand the skill levels of the technicians, the needs of customers – and be able to match them for effectiveness.

Develop contingency plans for busy times.

Complete the most jobs with the least amount of travel and standby, while being fair and consistent with technicians and while still meeting or exceeding customers’ expectations.

Contribute to team effort by accomplishing related as needed.

Maintain quality service by following organization standards.

Excellent phone etiquette and strong communication skills

Proficient typing skills with attention to detail

Key Responsibilities:

• Answer incoming customer calls and provide information about services, pricing, and scheduling.
• Schedule service appointments and coordinate with customers to ensure timely and efficient service delivery.
• Dispatch technicians to job sites, ensuring they have the necessary information and tools to complete their tasks.
• Monitor and track the status of service calls and update customers on progress.
• Provide accurate information about products, services, and pricing.
• Handle customer inquiries, complaints, and follow-up calls in a professional and courteous manner.
• Maintain accurate records of customer interactions, service requests, and technician schedules.
• Work closely with the service team to ensure all customer needs are met.
• Assist with administrative tasks as needed, including data entry and filing.
• Provide feedback to management on customer service improvements and operational efficiencies.
• Collaborate with other departments to resolve complex customer issues

Qualifications:

• High school diploma or GED required; some college preferred.
• Minimum of 1 year of experience in customer service and/or dispatching roles.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficiency with computer systems and software, including Microsoft Office and CRM systems (ServiceTitan experience a plus).
• Ability to work in a fast-paced environment and handle high call volumes.
• Positive attitude and strong problem-solving skills.
• Experience in the HVAC, Electrical or Plumbing fields is a plus.

This is an excellent opportunity for someone who enjoys working in a dynamic environment and has a passion for providing exceptional customer service. If you are a motivated individual with strong communication skills and the ability to thrive in a fast-paced setting, Done Rite Services would love to hear from you.

Job Types: Full-time, Part-time, Seasonal

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift
• Evening shift
• Morning shift
• Rotating shift

Work Location: In person

Salary : $17