Dispatcher / CSR
Fox Service Company, Shawnee, KS, United States
Mission Plumbing Heating & Cooling is seeking a Dispatcher/Customer Service Representative to join our Shawnee, Kansas team!
The Customer Appointment Specialist creates and organizes service appointments efficiently and assures that all customer commitments are met while providing high-level service and a top-notch customer experience. We are looking for upbeat, empathetic sales-minded appointment setters who have a strong desire to ensure excellent customer experiences and be part of a winning team!
As a Dispatcher/Customer Service Representative, your essential responsibilities will include but are not limited to:
* Provide top-notch customer service to both internal and external customers.
* Take incoming customer calls.
* Schedule work for all service lines (HVAC & Plumbing)
* Prioritize calls according to urgency and importance (emergency vs non-emergency).
* Maintain the dispatch board.
* Inform customers of the progress of service operations while ensuring that Technicians operate in a cost-effective fashion.
* Ensure Technicians are on route and show up on time.
* Verify Technicians have included photos, notes, and adequate detail in work orders.
* Daily follow-up on assigned service line.
* Administer proposals/quotes in a timely manner (within 24 hours). Work with department manager to ensure more complex quotes are issued on time and accurately.
* Courtesy call all residential customers once work is completed to ensure customer satisfaction. Send online review requests after courtesy call is completed and all issues are resolved.
* Take part in the Saturday rotation and closing shifts.
* Ensure all jobs are closed out accurately and in a timely fashion.
Qualifications:
* High School Diploma or GED required. Experience in large service operations preferred.
* Advanced customer service skills required.
* Excellent time management and organization skills.
* Proven ability to handle multiple projects and meet deadlines. Must be able to multi-task.
* Excellent written and oral communication skills
* Strong organizational, problem-solving, and analytical skills
* Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
* Strong interpersonal skills.
* Ability to deal effectively with a diversity of individuals at all organizational levels.
* Good judgement with the ability to make timely and sound decisions.
* Creative, flexible, and innovative team player.
* Ability to work under high pressure effectively and maintain positive attitude.
The Customer Appointment Specialist creates and organizes service appointments efficiently and assures that all customer commitments are met while providing high-level service and a top-notch customer experience. We are looking for upbeat, empathetic sales-minded appointment setters who have a strong desire to ensure excellent customer experiences and be part of a winning team!
As a Dispatcher/Customer Service Representative, your essential responsibilities will include but are not limited to:
* Provide top-notch customer service to both internal and external customers.
* Take incoming customer calls.
* Schedule work for all service lines (HVAC & Plumbing)
* Prioritize calls according to urgency and importance (emergency vs non-emergency).
* Maintain the dispatch board.
* Inform customers of the progress of service operations while ensuring that Technicians operate in a cost-effective fashion.
* Ensure Technicians are on route and show up on time.
* Verify Technicians have included photos, notes, and adequate detail in work orders.
* Daily follow-up on assigned service line.
* Administer proposals/quotes in a timely manner (within 24 hours). Work with department manager to ensure more complex quotes are issued on time and accurately.
* Courtesy call all residential customers once work is completed to ensure customer satisfaction. Send online review requests after courtesy call is completed and all issues are resolved.
* Take part in the Saturday rotation and closing shifts.
* Ensure all jobs are closed out accurately and in a timely fashion.
Qualifications:
* High School Diploma or GED required. Experience in large service operations preferred.
* Advanced customer service skills required.
* Excellent time management and organization skills.
* Proven ability to handle multiple projects and meet deadlines. Must be able to multi-task.
* Excellent written and oral communication skills
* Strong organizational, problem-solving, and analytical skills
* Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
* Strong interpersonal skills.
* Ability to deal effectively with a diversity of individuals at all organizational levels.
* Good judgement with the ability to make timely and sound decisions.
* Creative, flexible, and innovative team player.
* Ability to work under high pressure effectively and maintain positive attitude.