Customer Service Representative/Dispatcher

3 weeks ago


Kannapolis, North Carolina, United States One Hour Heating and Air Conditioning Full time

Job Summary: As a vital member of our team, you will serve as a brand ambassador through every interaction with our customers. You will be the first voice a customer hears when they call One Hour Heating & Air Conditioning of Kannapolis, so you must have the right attitude and an energetic personality.

Key Responsibilities:

  • Answer incoming telephone calls and recognize that this is where the client will form their first impression of the company.
  • Good communication with the client is essential; you must have a courteous and pleasant demeanor whether on a phone call or not.
  • Entering client data into required systems accurately and coordinating customer and Technician availability.
  • Ensure that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
  • Notify clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window.
  • Make outbound calls to club membership clients to ensure that they are satisfied with any repairs.
  • Reviewing invoices and completing customer financing requests.
  • Performing administrative tasks as required.
  • Learn and use proprietary software for daily functions.

Requirements:

  • High school diploma or equivalent required.
  • Above-average verbal and telephone communication skills are essential.
  • Must have good computer software skills.
  • Must be able to work 8am - 5pm Monday-Friday, 9am - 2pm on Saturdays, and the flexibility to take calls remotely from 5pm until 10pm as needed.
  • Prior customer service experience preferred.
  • Prior service call dispatching experience preferred.
  • Experience working in a Trade environment, preferably HVAC, a plus.


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