Job Summary :
The CSR and Dispatcher at My Aire Heating and Cooling is responsible for delivering exceptional customer service, coordinating schedules, and dispatching technicians to ensure efficient operations. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Duties / Responsibilities :
CSR Duties :
Customer Interaction :
- Answer incoming calls promptly and professionally.
- Greet customers with a friendly and helpful attitude.
- Handle customer inquiries, complaints, and service requests efficiently.
- Provide accurate information about services, pricing, and scheduling.
Scheduling Appointments :
Schedule service calls based on technician availability and customer needs.Confirm appointments and notify customers of any changes.Make outgoing calls to schedule service and maintenance appointments.Data Entry and Record Keeping :
Accurately input customer information into the HouseCall Pro system.Maintain up-to-date records of appointments, payments, and service history.Follow-Up and Customer Satisfaction :
Follow up with customers to ensure satisfaction and collect feedback.Offer maintenance agreements or promotions as needed.Dispatcher Duties :
Dispatching Technicians :
Assign jobs to technicians based on skill level, location, and urgency.Monitor technicians’ schedules and adjust dispatching to meet deadlines.Log callouts and inform Mr. Bryant of schedule changes.Communicate job updates or schedule changes to technicians.Communication and Coordination :
Provide technicians with job details, customer information, and directions.Relay any changes or emergencies to field staff in real time.Problem Solving :
Address delays, customer cancellations, or scheduling issues promptly.Keep customers informed of any appointment changes.Required Skills / Abilities :
Exceptional customer service skills.Ability to communicate effectively with customers.Excellent analytical and problem-solving skills.Excellent attention to detail and time management skills.Education and Experience :
High school diploma or equivalent required.Previous experience in industry is preferred.
