Customer Service Representative / Call Taker

As CSR/ Call Taker you are a key member of the team. You are responsible for assigning daily work/ calls to our technicians and a backup call taker to support our Dispatcher. Exemplifying our

code of values by showing respect and courtesy to all customers and employees.

You are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day-to-day basis.

Specific Responsibilities:

Morning Duties-

• Contact the customer 15-30 minutes before dispatching the technician to the call.
• Dispatches technician to each job.
• Provide all customer info and problem to each technician as dispatched.
• Inform the tech on each call whether the customer is an AP member.
• Monitor AP member customers and provide priority service.
• Keep the customer informed if the technician is running late or will arrive early for the appointment.
• Follows up with technician if they will not be completing the job within the scheduled appointment so that a call can be made to the next appointment to notify them of the time change.
• As a back - up call taker, you should only answer incoming calls on 3rd or 4th ring if CSR already has 2 calls on hold.
• Check technicians completed work order to ensure the work order summary has been completed in detail (the more detailed the story is will provide value to our customers), charges were posted correctly, payment has been received, if an AP was sold and that each work order has been coded properly.
• If a return appointment is needed, get the information from the technician and book it immediately.
• Be innovative in dispatching so that all technicians are kept busy, productive, profitable and the customers are provided service at the quickest and earliest times possible.
• Provide an upbeat attitude and atmosphere for the technicians.
• Record all equipment with model/ serial numbers, filter sizes and accessories, etc. on the customer's account.
• Communicate with all parts vendors for Shipping/ Receiving of Parts.
• Listen to our "on hold" recordings and confirm they are relevant to the season, making changes if necessary (verify monthly).
• Clean up emails and computer files on a continuous basis.
• Make a follow up call to each customer that was serviced that day, to ensure that they are happy with the service they received, their expectations were met, and they are satisfied with the results.
• Confirm all first morning calls, the evening before.
• Entering all Service Credit Application's with parts vendors for warranty jobs.
• Assist Bookkeeper and General Manager with other duties which may include cross training in related positions.
• This list of duties is not intended to be all inclusive, but a summary of the duties and responsibilities required of the Dispatcher position.
• Attend all required company meetings and technician meetings.
• Dress in appropriate, professional attire.
• Have a cheerful, positive attitude.
• Be neatly groomed.
• Maintain professional and technical knowledge by attending educational webinars and training programs.
• Minimum two years admin experience
• Strong written and verbal communication skills
• Detail-oriented with strong data entry skills
• Positive Attitude
• Team player who can work independently
• General computer knowledge, including Microsoft Office
• Typing skills a plus