HVAC Service Coordinator (CSR/Dispatch)

JOB DESCRIPTION

Position: HVAC Service Coordinator/CSR/Dispatch

Reports to: HVAC Service Manager

Status: Full time, Hourly non-exempt

Pay Rate: $42k – $52k

General Description:

The primary responsibility of the HVAC Service Coordinator is ensuring that all technicians in their assigned region/s have a full schedule and their workflow is efficient and matched properly. Provide the best customer experience possible at all times by utilizing excellent customer service practices including great communication. The HVAC Service Coordinators communicate with customers to schedule HVAC work and dispatch technicians in an efficient manner utilizing tech matching, skill matching and geographical dispatching best practices to optimize opportunities and provide the customer the most seamless customer experience possible. The HVAC Service Coordinator works with customers to answer inquires, accurately promote services/products, and resolve a variety of issues while practicing excellent customer service. This position requires the Service Coordinator to complete outbound calls, and send emails/mailers to expand our HVAC customer base. The CSR obtains accurate information about customers/potential customers and their needs, suggests services/product based on those needs and update databases to reflect this information.

ESSENTIAL FUNCTIONS- include and are not limited to:

Comfortably communicate with customers over the phone, via email, and in person to answer inquires.

Conduct outbound calls and send emails to expand our HVAC customer base.

Obtain accurate information about potential customers/existing customers and their needs.

Accurately convey information about our services and products and recommend these based on customer history using suggested selling.

Prepare scheduling and paperwork for technicians.

Dispatch technicians while matching skill set and geography in the most efficient and effective way possible.

Utilize computer software for daily tasks and to maintain database of potential and existing customers.

Utilize critical thinking and problem-solving skills to assist in resolution of a variety of issues.

Collaborate with the Customer Care team and provide expertise as a member of the customer service team.

Accomplish customer service team objectives and implement promotions.

Consistently render the best customer service possible at all times.

RESPONSIBILITIES- include and are not limited to:

Actively ensure retention of customer base, including relationship building and promotion of services to existing customers.

Work with colleagues to resolve issues, facilitate solutions, and enhance customer service standards.

Prepare, generate, and distribute daily reports and work orders to appropriate personnel.

Notify administration of any required updates to customer records on the companys software and databases.

Provide backup support to co-workers in the performance of job duties as required.

Attend and participate regularly in branch staff meetings.

Maintain detailed call and email activity reports and provide to management when requested.

Provide activity/statistical summary reports to manager as required.

Conduct follow up calls to ensure customer satisfaction.

Maintain company and customer confidentiality.

Attend job related training and seminars as requested.

Perform other job-related activities and special projects as assigned.

Comply with company dress code.

Reliably report to work with minimal absenteeism and tardiness.

QUALIFICATIONS AND SKILLS- include and are not limited to:

Proficient in Microsoft Office Suite.

Two years progressive customer service or direct marketing experience preferred.

Highschool/vocational school diploma or GED and related certification.

Exceptional interpersonal and communication abilities.

Attention to detail and strong organizational skills.

Excellent time management techniques.

Operate well under pressure and able to manage tasks simultaneously.

Ability to maintain composure and respond in a courteous and professional manner in difficult situations.

Exceptional active listening skills and ability to see a situation from someone elses viewpoint and express empathy.

Respond positively to coaching and incorporate feedback.

Work well individually and as a member of a team.

Willingness to learn about the HVAC industry and software.

Dependability and a strong work ethic.

General business mathematics skills.

The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change. (For example, emergencies, staffing changes, workload or technical development.)