Dispatcher/Customer Service Representative
2 months ago
* Schedule and book the service or sales appointments when clients and prospect call.
* To dispatch, manage and allocate resources to meet the expectations of our clients.
* Anticipate and mitigate conflicts in allocations of resources before it effects the clients experience.
* Confirm appointment with the clients prior to the arrival of our staff.
* Follow up with phone calls upon completion of work performed.
* Request that clients share positive experiences through reviews.
* When an issue arises with client dissatisfaction, take immediate action to resolve.
- Answer the phone quickly and professionally.
- Call customers to confirm maintenance appointments and schedule as necessary.
- Work closely with Customer service to coordinate scheduling.
- Offer new service agreements and renew existing service agreements.
- Grow, monitor and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals.
- Receive, record and maintain sales lead information, set appointments as necessary.
- Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.
- Ensure the accurate capture, data entry and maintenance of customer information.
- Be familiar with our company, products, and services so many questions can be answered without consulting others.
- Alert managers quickly to significant customer issues, serving as a champion of the client to our company.
- Perform dispatching and scheduling of service technicians and other resources.
- Win the confidence of new clients when they call for service or repairs.
- Schedule the client appointment and assign/match qualified staff to perform the work.
- Increase revenue from established customers, and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management.
- Follow-up on all leads, proposal, and potential sales until closed or lost
- Track lost sales
- Update the Customer Relationship Management (CRM) system for each interaction.
- Perform customer satisfaction calls after each visit.
- Ask for referrals and inform client where and how to make them.
- Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site.
- Continuously improve knowledge of HVAC work, and how The Lee Thompson Company operates to benefit the customer.
- Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.
- Regularly review and monitor progress against goals, and seek assistance as needed.
- Communicate effectively with associates, superiors, vendors and customers.
- Possess superior interpersonal skills.
- Efficiently manage his/her time and schedules.
- Be computer literate to the extent necessary to fulfill this function. Knowledge of Excel and Word is required. Should also be very familiar with the use of smart phones, email and text messaging.
- Must be capable of understanding client needs, and favorably influence their decision.
- Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
- Clean, neat and professional appearance.
- Other duties as assigned
**Apply for Dispatcher/Customer Service Representative**
First name Last name Email address Phone number I would like to receive updates about my application via SMS Address (optional) City (optional) State/Province Zip/Postal Code LinkedIn URL (optional) Please add your resume 10MB limit; .pdf, .doc, and .docx file types are accepted. ATTACH FILE Please add your resume 10MB limit; .pdf, .doc, and .docx file types are accepted. Please add your cover letter (optional) 10MB limit; .pdf, .doc, and .docx file types are accepted. ATTACH FILE optional Please add your cover letter 10MB limit; .pdf, .doc, and .docx file types are accepted. Desired compensation (optional)Education Highest level of education completed Military Experience Yes No If you participated on Training, please list the Training, Month/yr Attended, and its purpose or goal **Equal Employment Opportunity Information** (Completion is voluntary)
The Lee Thompson Company, Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. All employment decisions at The Lee Thompson Company, Inc. are based on business needs, job requirements and individual qualifications, without regard to an applicants race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, past or present military service, or any other characteristic protected by law. The purpose of this Self-Identification Form is to comply with federal government record-keeping and reporting requirements, and to ensure equal employment opportunity at The Lee Thompson Company, Inc.. The data you provide on this form will be kept confidential and used solely for analytical and reporting requirement purposes. When reported, data will not identify any specific individuals. Moreover, this information will be kept separate from your application.
Completion of this form is **optional and voluntary** and your refusal to provide it will not subject you to any adverse treatment.
**Veteran status**
The Lee Thompson Company, Inc. is subject to the Vietnam Era Veterans Readjustment Assistance Act of 1975, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment veterans in the following classifications.
A disabled veteran is one of the following: A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs or a person who was discharged or released from active duty because of a service-connected disability.
A recently-separated veteran means any veteran during the three-year period beginning on the date of such veterans discharge or release from active duty in the U.S. military, ground, naval or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Signature and Verification
I certify that answers given herein are true, accurate, and complete to the best of my knowledge. I authorize investigation into all statements I have made on this Form as may be necessary for reaching an employment decision. In the event I am employed, I understand that any false or misleading information I knowingly provided herein or in subsequent interviews may result in discharge and/or legal action. I understand that this Career History Form is not the sole basis from which a hiring decision has been made, and understand that this Form will be used in conjunction with a series of interviews and assessments to determine my suitability for the role to which I am applying.
Full Name Date: 3/3/2022
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