Dispatch

Job Description

Job description

Job Description

Pride Air Conditioning & Appliance is a high-tech Air Conditioning company that has been the leading Service Warranty/HVAC provider in the industry since 1974. Our goal is to provide 100% client satisfaction, we are willing to go the extra mile to make that happen because our clients are important.

We are open, honest, and work together as a team to maximize the employee's strengths to better serve our clients. Looking for a multitasker, energetic person with the right attitude.

The Dispatcher position is a full time, hourly position that reports directly to the Dispatch Manager/Team Leader. Responsibilities include but are not limited to Dispatching, Customer Service, scheduling appointments, supporting field techs, and other team members. This position can be fast-paced and require top-notch communication skills and attention to detail.

Work includes:

• Provide fast, friendly, and fun customer service to all customers
• Answer all incoming calls from service technicians related to service, billing, and other departments
• Monitor technician progress throughout the workday to ensure timely arrival to jobs
• Follow-up on all recommended service work
• Process paperwork including but not limited to invoices, timecards, and payments
• Monitor external factors such as weather and traffic to ensure optimized routing of resources.
• Resolve scheduling conflicts and handle unusual and difficult customer complaints.
• Manage customer concerns and escalate to the appropriate person/departments.
• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Serve the needs of our customers and assist team members with their efforts to meet customers’ needs
• Effective with their communication skills, both verbally and in writing, including email
• Ability to learn, retain and communicate service and product information effectively
• Maintain regular, consistent, and reliable attendance
• Meet the demands of a busy schedule to manage your time well.
• Meeting key productivity goals and/or performance metrics.
• Other assigned duties as directed by management
• Spanish speaking a plus
  
  

Skills:

• Knowledge of the industry is recommended but not required
• Customer-focused, driven for results, and can interact appropriately with customers and employees effectively
• Skill in operating personal computer and programs such as spreadsheets, database, basic knowledge of Microsoft Office (Word, Excel, Outlook)
• Able to work independently and as a team member, as well as maintain composure in stressful situations
• Ability to perform tasks consistently and accurately
• Excellent listening, problem-solving and organizational skills.
  
  

Requirements

• Minimum 1-year call center customer service experience
• High school diploma or GED
• Successfully complete a background check
• Successfully complete & drug test.
  
  

Equal Opportunity Employer and supports a drug-free workplace.

Job Type: Full-time

Schedule:

• 8 hour shift
• Weekend availability
  
  

Experience:

• Dispatchers: 1 year (Preferred)
  
  

Work Location: In person