Customer Relations Rep/Dispatcher

Air Comfort, Inc; Colorado; On-site; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic team at an established industry player where your customer service skills will shine! As a Customer Relations Rep/Dispatcher, you will be the vital link between our customers and technicians, ensuring that service calls are handled efficiently and effectively. Your role will involve making outbound calls, managing schedules, and representing the company at trade shows. This is an opportunity to grow in a supportive environment where your contributions will have a direct impact on customer satisfaction and operational success. If you are professional, personable, and ready to make a difference, we want to hear from you!

Qualifications

• Excellent customer service skills and ability to communicate effectively.
• Experience in scheduling and managing service calls.

Responsibilities

• Provide exceptional customer service and follow up on concerns.
• Schedule and dispatch technicians for service calls.

Skills

Customer Service

Communication

Scheduling

Problem Solving

Time Management

Education

High School Diploma

Experience in Customer Relations

Tools

Customer Database Software

Scheduling Software

Job description

Scope of Position:  The Customer Relations Rep/Dispatcher is responsible for customer retouching calls, customer follow-up, representing company at trade-shows, and help cover dispatch duties when necessary.  Dispatch duties include maintaining the Service Technician's daily schedules and dispatching the Technicians as service calls are received.  

Exemption Status and Working Hours:  This is a non-exempt hourly position.  Standard working hours for this position are 9am-6pm, Monday through Friday.  60 unpaid minutes during this time period are designated for lunch, if there is sufficient coverage, otherwise a 30 min lunch). This position is required to work additional time when needed.

This Employee reports to the following supervisor:  Dispatch Supervisor/Marketing Coordinator

Scope and Limits of Authority:  This position has the authority to:

1. Provide excellent customer service to all Flow Right customer base both over the phone and in person.

2. Make outbound calls to customers for retouching purposes (scheduling annual inspections, annual service calls, schedule back flow testing, etc)

3. Follow up on customer concern calls.  Work with General Manager, Accounting, and customer to address and resolve concerns (send back a technician, give account credits or discounts, etc.)

4. During periods throughout the day to cover or act as a back up dispatcher to schedule Service Technician for service calls.

5. Represent the company during trade shows.  Help build brand awareness through customer touching and retouching.

Responsibilities: The position is accountable for the following responsibilities: 

1. Be professional, personable, courteous and considerate of customers and technicians while taking service calls and responding to issues related to the service calls

2. Use your attitude to positively impact customers and team members.

3. Keep customers informed of the service call recommendations for equipment installed (hvac, furnaces, RO systems, water heaters, boilers, etc).  Schedule calls andtime and update them on when the Technician is expected to arrive.

4. From time to time and in conjunction with the Marketing Department, the Customer Relations Rep will be asked to represent the company in trade shows.

5. Act as back up Dispatcher and help cover incoming calls whenever necessary.  

6. Attend mandatory division meetings.  If the meeting is missed, review of meeting minutes is a requirement.  

7. Ensure accurate records are maintained for all service work.

Principle Duties:

1. Report to work on time and be ready to work by designated start time.

2. Enter service calls into the master schedule and ensure correctness and accuracy of the master schedule.

3. Prepare Work Orders so they are ready for each Technician each day.

4. Communicate with each Technician to ensure they know where to be and when to arrive.

5. Call customers to remind them of the service call time and to update them on when the Technician is expected to arrive.

6. Manage customer’s expectations about their repairs.

7. Ensure that each Technician has turned in completed invoices at the end of each day.

8. Alert the Service Manager when demand exceeds available Technician time and keep the Service Manager apprised of service demand vs. Technician workload on a daily basis.

9. Track new business incentive referrals as technicians refer and book additional services for the customer.  

10. Encourage and track customer feedback via Google, Facebook, or Better Business bureau.  

11. Schedule return trips with customers when parts are received. 

12. Maintain the on-call schedule for Technicians. 

13. Update the customer database with current information.

14. Enter all customer data into the appropriate software system while the customer is on the phone.

15. Perform other duties as management may direct.