Service Dispatcher Customer Service Representative

JC Warner HVAC; Queenstown (MD); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Training

Health Insurance

Retirement Plan

Vacation/Sick Leave

Paid Holidays

Competitive Compensation

Year-Round Work

Spiffs, Rewards

Job summary

JC Warner HVAC is seeking a Service Dispatcher to assist the Service Manager in administering the Service Department and creating a positive first impression for callers and visitors. The role focuses on scheduling, coordinating resources, and supporting service technicians and customers.

The ideal candidate has strong communication, supervisory experience in a customer service environment, and basic HVACR knowledge. Training, benefits, and year-round work are offered by JC Warner HVAC.

Qualifications

• Operate a multi-line telephone system and route calls.
• Greet and direct visitors and customers.
• Assist sales staff with job folders and projects as needed.
• Assist the Service Manager in planning, organizing, and coordinating department resources and goals.
• Schedule service jobs considering the expected complexity and technician availability.
• Train field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Cooperate with all Department Managers to support Service Department goals.
• Help resolve customer complaints in a timely, efficient, and cost-effective manner and report incidents to the Service Manager.
• Perform related staff-level duties as directed by the Service Manager.
• Proven supervisory experience in a customer service environment, preferably HVACR contracting or building services.
• Excellent oral and written communication skills.
• Basic knowledge of HVACR technology and ability to support on-site technicians.
• Skill and ability to sell service jobs and service contracts face-to-face, in writing, and on the phone.
• Knowledge of Service Titan scheduling software is a plus.

Responsibilities

• Assist in planning, organizing, and coordinating department resources and goals.
• Schedule service jobs considering complexity and technician availability.
• Support service technicians and customers to improve department productivity.
• Resolve customer issues promptly and report to the Service Manager.

Skills

Multi-line phone

Visitor greeting

Scheduling service jobs

Customer service

HVACR knowledge

Sales of services

Service Titan familiarity

Tools

Service Titan

Microsoft Office

Job description

The Service Dispatcher reports to the Service Manager, and is responsible for assisting in the administration and productivity of the Service Department. The incumbent is responsible for creating a positive first impression for JC Warner to all callers and visitors.

Benefits

• Training
• Health Insurance
• Retirement Plan
• Vacation/Sick Leave
• Paid Holidays
• Competitive Compensation
• Year-Round Work
• Spiffs, Rewards

Reliability, Initiative, integrity and organizational skills are essential to achieving departmental goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with JC Warner service technicians, suppliers, and service customers.

Job Qualifications

• Operating a multi-line telephone system. Answering and transferring callers to the appropriate staff member. Taking and distributing messages as needed.
• Greeting, announcing and directing visitors and customers.
• Assist the sales staff with job folders and other projects as needed.
• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.
• Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician is desirable.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Knowledge of Service Titan scheduling software not required but would be a asset.

Key Competencies

• Honesty- Integrity-Dependability
• Excellent Customer Service skills
• Ability to communicate empathy
• Detail oriented
• Able to multi-task
• Basic knowledge of Microsoft Office applications
• Knowledge of Service Titan software a plus