Customer Service Coordinator

Dugan Air LLC; Franklin (IN); On-site; USD 25,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Paid time off

Vision insurance

Job summary

Dugan Air LLC is seeking a full-time Dispatch/Customer Service role in Franklin, IN. You will answer calls, schedule service appointments for HVAC technicians, and communicate with customers to determine needs and urgency.

You will also notify technicians of assignments, enter data into dispatching software, and support ongoing customer relationships. Prior experience in dispatching is required, HVAC exposure is a plus, and you will work a 40-hour week.

Qualifications

• Must communicate in a professional and courteous manner.
• Must be detail oriented and team oriented.
• Follow up and follow through with technicians and customers to maintain good relationships.
• Able to answer multi-line phones.
• Computer skills, including Microsoft Office products.
• Ability to multi-task.
• HVAC experience is a plus.
• Previous dispatching/scheduling experience is required.

Responsibilities

• Respond to customer inquiries via phone, email, internet, and in person in a courteous and professional manner.
• Schedule service appointments for HVAC technicians using dispatching software with accurate details.
• Provide information about HVAC services, pricing, and technical details to customers.
• Address customer concerns and complaints effectively, escalating when necessary.
• Maintain accurate customer records, service logs, and follow-up documentation.
• Assist in promoting HVAC maintenance plans, upgrades, and services.
• Collaborate with HVAC technicians and other departments to ensure a seamless customer experience.

Skills

Phone communication

Multitasking

Detail oriented

Team oriented

Customer service

Phone handling

MS Office

Judgment & planning

Education

High school diploma or GED

Tools

Dispatching software

Job description

Work Hours:

7:30 am to 4:30pm, Monday through Friday

Primary Job Function:

Answers incoming phone calls. Communicates effectively and professionally with customers to determine their needs. Schedules customers based on urgency and availability. Notifies technicians of assignments and enters necessary data into dispatching software. Communicates with Service Manager to ensure great customer relationships. Performs follow up calls to customers to ensure we have delivered on ‘Premium Service – No Shenanigans.’ Fills out appropriate paperwork to file financing, rebates, and/or warranties.

Reports to:

Office Manager

Required Qualifications:

• Able to communicate in person and on the phone in a professional and courteous manner.
• Must be detail oriented.
• TEAM oriented.
• Follow up and follow through with technicians and customers to help maintain good customer relationships.
• Able to answer multi-line phones.
• Computer skills, including but not limited to use of Microsoft office products
• Ability to multi-task.
• High school diploma or general direction degree(GED)
• Experience working in fast paced environment and able to demonstrate the ability to utilize judgment in order to plan and accomplish goals.
• Previous dispatching/scheduling experience is a must.
• Previous experience in HVAC a plus.
• Patience and endurance to sit/stand behind a desk all day.

Daily, Weekly, Monthly, Yearly Duties:

• Customer Interaction: Respond to customer inquiries via phone, email, internet, and in person in a courteous and professional manner.
• Appointment Scheduling: Schedule service appointments for HVAC technicians using dispatching software, ensuring efficient dispatching and accurate appointment details.
• Information Provision: Provide information about our HVAC services, pricing, and technical details to customers.
• Problem Resolution: Address customer concerns and complaints effectively, escalating issues when necessary.
• Documentation: Maintain accurate customer records, service logs, and follow-up documentation.
• Sales Support: Assist in promoting and selling HVAC maintenance plans, upgrades, and services.
• Team Collaboration: Collaborate with HVAC technicians and other departments to ensure a seamless customer experience.

Job Type: Full-time

Pay: $18.00 – $30.00 per hour

Expected hours: 40 per week

• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus opportunities

Dugan Does It Right

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