Customer Service Representative/Dispatcher

One Hour Heating & Air Conditioning; Kannapolis (NC); On-site; Full time

Job summary

An established industry player is seeking a Customer Support Representative/Dispatcher to join their dynamic team. In this role, you will be the first point of contact for customers, embodying the company's commitment to exceptional service. Your responsibilities will include managing incoming calls, coordinating technician schedules, and ensuring customer satisfaction through effective communication. This position offers a flexible schedule and the opportunity to grow within a supportive environment that prioritizes employee development. If you have a positive attitude and a passion for helping others, this could be the perfect opportunity for you.

Benefits

Flexible scheduling

Career development programs

Competitive pay

Qualifications

• High school diploma required with strong verbal and telephone skills.
• Prior customer service and dispatching experience preferred.

Responsibilities

• Answer incoming calls and manage client interactions professionally.
• Coordinate service calls and ensure timely communication with clients.

Skills

Verbal communication

Telephone communication

Customer service

Data entry

Flexibility

Education

High school diploma or equivalent

Tools

Proprietary software

Computer software

Job description

Join Our Team of HVAC Service Pros Today! Do you value professionalism and punctuality? Do you want to work with the best pros in the HVAC industry? If you are an individual who values a rewarding career and providing amazing customer experiences, you may be a match for our team. We have an immediate opening for a Customer Support Representative/Dispatcher!

JOB SUMMARY

As a vital member of our team, you will serve as a brand ambassador through every interaction with our customers. You will be the first voice a customer hears when they call One Hour Heating & Air Conditioning of Kannapolis, so you must have the right attitude and an energetic personality. You won't just be answering phones; you will be learning how we can make someone's day better. You will answer incoming client telephone calls and assist with the supervision and dispatching of all scheduled service and maintenance calls. You will also manage various online applications that may require outbound calls or responses to customers via email in a timely manner. The ideal candidate will be able to manage day-to-day office functions as it pertains to service calls ran, including but not limited to invoice review, parts ordering, and job closeout.

JOB DUTIES

• Answers incoming telephone calls and recognizes that this is where the client will form their first impression of the company.
• Good communication with the client is essential! Has a courteous and pleasant demeanor whether on a phone call or not.
• Entering client data into required systems accurately and coordinating customer and Technician availability.
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
• Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window.
• Makes outbound calls to club membership clients to ensure that they are satisfied with any repairs.
• Reviewing invoices and completing customer financing requests.
• Performing administrative tasks as required.
• Learn and use proprietary software for daily functions.

MINIMUM REQUIREMENTS

• High school diploma or equivalent required.
• Above-average verbal and telephone communication skills are essential.
• Must have good computer software skills.
• Must be able to work 8am - 5pm Monday-Friday, 9am - 2pm on Saturdays, and have the flexibility to take calls remotely from 5pm until 10pm as needed.
• Prior customer service experience preferred.
• Prior service call dispatching experience preferred.
• Experience working in a Trade environment, preferably HVAC, a plus.

Compensation: $15.00 - $18.00 per hour

Join the One Hour Team! We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. It’s true, our employees come first! How do we prove it? First things first.

• Pay— We believe the best performers deserve the best pay. That’s why we want to pay YOU the best competitive rate.

• Flexibility— We want YOU to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it.

• Career Path— We offer you an unlimited future with our world-class training programs. Our training programs include Technical Training, Virtual technical training, communications, sales, and more! If you are serious about your career and want to learn from the best in the industry, apply today!

So, if you have a great attitude and a strong work ethic, and are someone who takes pride in the work you do, then we want to hear from you!

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling, and compensation at this franchise should be made directly to the franchise location, and not to One Hour Heating & Air Conditioning Corporate.