HVAC Customer Service Representative

WCAPDD; Arkansas; Hybrid; USD 38,000 - 54,000; Full time

Job summary

WCAPDD in West Central Arkansas is seeking a dependable HVAC Customer Service Representative/Dispatcher to support daily operations of our HVAC services team. You will be the main point of contact between customers, technicians and office staff, helping ensure calls are handled promptly, technicians stay on schedule, and records are kept accurately.

The ideal candidate has strong communication and organizational skills, with the ability to juggle multiple priorities.

Qualifications

• Minimum of one year of dispatching experience is required.
• HVAC/home services experience preferred.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple calls, jobs, technicians and administrative responsibilities.
• Comfortable working with spreadsheets, email, online systems and other basic office technology.

Responsibilities

• Provide professional, courteous, and timely assistance to customers.
• Receive, coordinate and follow up on customer service calls and HVAC calls.
• Dispatch and monitor service technicians to help ensure they arrive at their assigned locations as scheduled.
• Review preview service calls and jobs to ensure notes, updates, and other required information have been properly documented on excel sheet.
• Maintain accurate spreadsheets and records for service calls, jobs, maintenance agreements, and other office activities.
• Review completed/upcoming jobs to identify parts or materials that need to be ordered. Will order necessary HVAC parts and maintain records of orders.
• Review Google calls and customer reviews. Will provide timely, professional responses to reviews.
• Follow up on outstanding jobs, customer needs, technician notes, and required documentation.
• Complete general administrative and office duties necessary to support daily operations.
• Communicate questions or concerns promptly and ask for clarification when instructions or expectations are unclear.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Organizational skills

Attention to detail

Prioritization

Multi-tasking

Spreadsheet

Email

Office technology

Tools

Spreadsheet

Email

Online systems

Job description

Position Summary

Company is seeking a dependable, organized, and customer-focused HVAC Customer Service Representative/Dispatcher to support the daily operations of their HVAC services team. This position serves as an important point of contact between customers, technicians and office staff and is responsible for helping ensure that services calls are handled promptly, technicians stay on schedule, and accurate records are maintained.

The ideal candidate will have strong communication and organizational skills and be comfortable managing multiple priorities. The position is Monday-Friday from 8:00 AM to 5:00 PM.

Key Responsibilities

• Provide professional, courteous, and timely assistance to customers.


• Receive, coordinate and follow up on customer service calls and HVAC calls.


• Dispatch and monitor service technicians to help ensure they arrive at their assigned locations as scheduled.


• Review preview service calls and jobs to ensure notes, updates, and other required information have been properly documented on excel sheet.


• Maintain accurate spreadsheets and records for service calls, jobs, maintenance agreements, and other office activities.


• Review completed/upcoming jobs to identify parts or materials that need to be ordered. Will order necessary HVAC parts and maintain records of orders.


• Review Google calls and customer reviews. Will provide timely, professional responses to reviews.


• Follow up on outstanding jobs, customer needs, technician notes, and required documentation.


• Complete general administrative and office duties necessary to support daily operations.


• Communicate questions or concerns promptly and ask for clarification when instructions or expectations are unclear.

Qualifications

• Minimum of one year of dispatching experience is required.


• Previous experience in HVAC, home services, customer services, scheduling or an office environment is preferred.


• Strong customer service and interpersonal skills.


• Excellent verbal and written communication skills.


• Strong organizational skills and attention to detail.


• Ability to prioritize multiple calls, jobs, technicians and administrative responsibilities.


• Comfortable working with spreadsheet, email, online systems and other basic office technology.


• Ability to maintain accurate and detailed records.


• Dependable and able to work effectively both independently and as part of a team.

About the West Central Arkansas Workforce Development Area

The West Central Arkansas Workforce Development Centers specialize in recruiting and placing skilled professionals in a variety of industries on behalf of employers in Central Arkansas. We help people find jobs and provide workforce solutions to businesses.

WCAPDD/Arkansas Workforce Center is an "equal opportunity employer/program," and "auxiliary aids and services are available upon request to individuals with disabilities." Arkansas Relay Service: 1-800-285-1121 (Voice) 1-800-285-1131 (TDD) or TDD 711.