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Administrative Team General 24

3 months ago

Greensburg, United States Fire & Ice Heating and Air Full time
Job DescriptionJob DescriptionImmediately seeking highly motivated HVAC Customer Experience Representative/Dispatch Service Representative (CER/DSR) to join our team. The basic function of the Customer Experience Representative/Dispatcher (CER/DSR) is to convert incoming customer calls into booked service calls and placed into a dispatch/service call program. You will need to have the ability to work at times, in a fast-paced environment, prioritize, organize, and equally divide incoming calls to be scheduled for the service technicians. Our CERs are the backbone of the company, and you will be awarded for your hard work.This is an entry level position, so no experience is required, but preferred. The CER/DSR must be goal oriented, self-starting, and energetic. This person must have a genuine empathy for customers and a willingness to help others. To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. We will train the right individual. However, the ideal candidate is passionate about the HVAC industry and is a team player who can work well with technicians, installers and management and is also willing to learn on their own. You need to have exceptional follow-through abilities along with strong verbal and written communication skills. A competitive individual contributor who also loves to win as a team is a must as well as being a highly motivated, self-starter, flexible schedule with on-call remote rotation, and has a great attitude on life.Essential Duties and Responsibilities: ● The CER/DSR handles service calls from customers while projecting a professional image is essential.● Deliver a WOW customer service experience● Schedule Maintenance and Emergency service calls in a timely manner● Outbound dialing during down time● Know technicians' strengths when assigning work orders/service calls● File, scan, copy documents into customer files● Complete billing on a daily basis● Classify calls ● Utilizes customer service training to educate to establish rapport and assist customers in choosing service and products. ● Conducts ‘Happy Calls’ and other service related follow-ups, and outbound customer contact according to company procedure. ● Debrief technicians after jobs and schedule additional visits if needed.● Additional duties and responsibilities as assigned. ● On-call rotation (remote) Knowledge, Skills and Abilities: ● Loves talking on the phone Must have a very pleasant telephone demeanor and be able to demonstrate good customer service and telephone skills. Smile when you talk● Be knowledgeable and learn about our Comfort Club Program, seasonal promotions, coupons and other price related information. ● The CER/DSR must be goal oriented, self-starting, and energetic. ● The CER/DSR must be familiar with company policies and be able to communicate with customers regarding services the company provides with a high degree of accuracy. ● Possess excellent computer skills including knowledge of Word, Excel, Google Docs, Service Titan knowledge is a plus● Have knowledge of the Greensburg and surrounding Westmoreland County area● Learn quickly in a fast-paced environment● Be an excellent multi-tasker with the ability to sense urgency● Be willing to provide "WOW" (better-than-expected) customer service● Be honest and hard-working● Rise to challenges● The CER/DSR must be able to work with other employees, management, and technicians to get the job done correctly and in the best interest of our customers, while abiding by company policies and procedures. ● Basic sales skills, thinks “out of the box” to help schedule calls. Experience: ● A minimum of two years’ experience including hands-on training and or work in telephone call centers, customer service and dispatch is preferred.● Must be able to type on a standard keyboard as well as perform other basic clerical operations. Education:High school diploma or equivalent. Physical Demands: ● Will require long periods of sitting at a desk, answering calls and using a computer.Benefits:● Full-time employees are eligible for medical, dental, vision and paid time off. This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.
Attention to detail is a must Apply here or by email if interested Service@fireandicepros.com with subject “CER 2024”

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