Dispatcher / Scheduler
Job Summary: Dispatch, schedule and close out calls while processing service requests, communicating with service technicians, and routing service calls in the most efficient manner possible.
Job Responsibilities
- Provide Fast, Friendly and Courteous customer service to both internal and external customers
- Communicate with technicians and other departments via email, text message and phone
- Answer incoming calls, emails, and txt messages to close out calls for technicians
- Maintain scheduled calls on the Acowin Dispatch board making sure that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA
- Make outbound calls to schedule and confirm upcoming or completed appointments
- Manage customer concerns and work to resolve them efficiently and effectively
- Schedule and coordinate planned service maintenance agreements
- Other assigned duties as directed by management
Job Requirements
Education and Experience:
- High school diploma or equivalent
- 2-5 year experience in a customer service and/or dispatcher environment
- Intermediate knowledge of concepts, practices, and procedures related to HVAC
Key Competencies:
- Honesty and integrity
- Excellent customer service skills
- Ability to communicate empathy
- Critical Thinking and Problem solving
- Detail oriented
- Adept learner
- Able to multitask
- Proven ability to process high volumes of work with great accuracy
- Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)
- Knowledge of Acowin/TMS software is a plus
- Excellent written and verbal communication skills
- Ability to work in a fast pace environment
Physical Requirements:
- Must be able to sit for long periods of time
- Must be able to work varying shifts and possibly longer days in peak season
Job Post Date: 11/30/18
Valid Through: 6/30/19
Job Type: Full-time
Salary: $16.00 to $18.00 /hour
