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- Provide excellent customer service to new and existing clients
- Receive and efficiently prioritize incoming calls in a professional and compassionate manner
- Create dispatch ticket for all service calls.
- Schedule and coordinate all service calls as they are received
- Dispatch and track field Service Technicians
- Respond to all messages left overnight.
- Receive and process incoming work orders, both written and electronic
- Maintain the dispatch board / schedule.
- Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field.
- Maintain the Service Technicians' daily schedules and dispatch the technicians as service calls are completed.
- Forecast workload for 2 – 3 days out
- Schedule return trips with customers when parts are in.
- Maintain the on-call schedule for service technicians.
- Maintain customer database with current information.
- Communicate with department managers, employees, and customers
- Keep customers informed as to service schedule and lead-times.
- Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, etc.)
- Maintain and operate wireless mobile dispatch technology
- Resolve client issues quickly and effectively in a high volume period
- Assist sales staff converting Service to Installation jobs when required
- Assist admin staff with accounts payable and billing as needed
- Other duties as assigned
- Professional appearance and interaction with clients and coworkers.
- Highly dependable
- Outgoing personality that enjoys problem solving and high levels of interpersonal interaction.
- Possess excellent communication skills via written work order descriptions, emails, and also verbally with clients and office staff
- Strategic planning and task management experience.
- Advanced customer service skills.
- Demonstrate skill in memorization, critical judgment, and problem solving ability
- Flexible and quick thinking in emergent situations
- Proficient in all MS Office applications
- Multi-line phone system experience.
- Dispatch and sales experience desired
- Minimum High school diploma, some college preferred
- Geographical knowledge of the service area or strategic map reading skills.
- Knowledge of industry is recommended
Dispatcher Customer Service Representative - Haslet, United States - Qsac Inc
Description
Job Description
Job DescriptionWe are currently seeking an HVAC & PLUMBING DISPATCHER to join our team This person will schedule and notify technicians of assignments and enter necessary data into the computer database. Performs related work as required.Responsibilities: