Dispatcher/Customer Care Representative

The Dispatcher/CSR position entails 40% dispatching, which involves coordinating and assigning service requests to HVAC technicians; 50% customer service, which includes communicating with customers to provide information and resolve issues; and 10% general office assistance, which involves supporting managers with tasks such as sending proposals and invoices.

Basic Duties

• Answering incoming customer inquiries via telephone and e-mail.
• Providing information about HVAC services offered by the company.
• Scheduling appointments for HVAC services and dispatching technicians to job sites.
• Communicating with customers to ensure their needs are being met and resolving any issues that arise.
• Recording customer information and details of service requests in the company's database.
• Issuing and collecting payments for services rendered.
• Providing follow-up support and maintaining ongoing customers relationships through the renewals of maintenance memberships.
• Receiving service requests from customers and creating work orders for HVAC technicians.
• Managing the dispatch board to ensure HVAC technicians arrive on time to their assigned jobs.
• Coordinating with other dispatchers and technicians to manage workloads and ensure timely completion of jobs.
• Tracking the progress of service requests and updating customers on the status of their requests.
• Ordering parts for specific jobs with the warehouse manager.
• Recognizing an emergency service request and responding in a timely and efficient manner.

Qualifications

• A team player!
• Strong communication, problem-solving, and organizational skills.
• Customer service experience.
• Spanish-speaking is a plus, but not necessary.
• Experience with Service Titan is required.
  

Job Type: Full-time

Schedule: Monday through Friday, 7:30 am to 4:30 pm. No weekends.

Experience: Dispatching (HVAC preferred) & Service Titan

Pay:  Commensurate with experience.

Work Location: Baytown, TX

Benefits

• Competitive pay
• Seven paid holidays
• Incentive plan
• Vacation benefits
• Health insurance
• Dental insurance
• Vision insurance
  
• Flexible spending account

To be an employee of Expert Air, is to be a part of our family!