Dispatcher/customer Service

4 weeks ago

Rockville, United States Quality Air Services, LLC Full time

in personJob Summary:
**Responsibilities**:
1. Customer Service:

- Ensure exceptional customer satisfaction by addressing questions and resolving issues efficiently and courteously.
- Maintain a positive and empathetic attitude when dealing with customer concerns.

2. Dispatching:

- Schedule HVAC service appointments, ensuring efficient allocation of resources and timely response to customer needs.
- Coordinate with HVAC technicians to dispatch them to job sites, providing necessary information and directions.
- Monitor technician progress and communicate updates to customers regarding appointment status and estimated arrival times.

3. HVAC Knowledge:

- Possess a basic understanding of HVAC systems, terminology, and troubleshooting procedures to assist customers and technicians effectively.
- Gather initial information from customers about HVAC issues to help technicians diagnose problems accurately.

4. Administrative Duties:

- Maintain accurate customer records and service history in the database.
- Prepare and process invoices, service orders, estimates, and other administrative documents.
- Assist in inventory management by tracking HVAC parts and supplies.

5. Communication:

- Maintain clear and professional communication with internal teams, technicians, and customers.
- Ensure that all relevant information is relayed accurately and promptly.

6. Problem Solving:

- Handle customer complaints and service issues with tact and professionalism, striving to reach satisfactory resolutions.

7. Team Collaboration:

- Collaborate effectively with HVAC technicians and other team members to ensure seamless service delivery.
- Provide support to colleagues during peak periods or staff shortages.

Qualifications:

- Certification in HVAC or customer service is a plus.
- Proven experience in customer service, dispatching, or a related field.
- Strong organizational and multitasking skills.
- Excellent communication skills, both verbal and written.
- Proficiency in using office software, including Microsoft Office Suite.
- Knowledge of HVAC systems and terminology is preferred.
- Ability to remain calm and professional in high-pressure situations.
- Strong problem-solving and conflict resolution skills.
- Flexibility to work in office.

Pay: $16.00 - $20.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Dispatching: 2 years (required)
- Customer service: 2 years (required)
- HVAC: 2 years (preferred)
- Call center: 2 years (preferred)

**Language**:

- Spanish (required)

Work Location: In person

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