CSR - Dispatcher Hybrid

Job Description

Job Description

CSR / Dispatcher Hybrid

Hours of Work : You are expected to work 8 hours per day. The working hours can range from 7 AM to 7 PM, depending on operational needs and scheduling requirements, Monday through Friday.

Additionally, this role may require occasional Saturday work to effectively reach our customers. We will ensure to provide notice of any variations in your daily hours or additional days required.

Role Summary :

The CSR - Dispatcher Hybrid plays a vital role in orchestrating the day-to-day operations of the office, ensuring optimal productivity.

This position acts as a pivotal link among management, technicians, and customers, facilitating seamless communication and coordination.

Committed to delivering outstanding customer service that mirrors the values of CABS Heating & Air Conditioning, the CSR - Dispatcher Hybrid also possesses a keen understanding of the business's operational structure and requirements, effectively supporting the company's diverse needs.

This dispatching position earns a competitive wage of $21-$26 per hour, depending on experience.

JOB FUNCTION SUMMARY :

• Dispatch technicians to service calls and maintain technician schedules.
• Prioritize calls according to customer and / or operational needs.
• Coordinate and maintain on-call schedules for technicians and after hours procedures.
• Schedule calls, enter service calls, and debrief with technicians.
• Maintain complete, accurate and updated information in the customer database.
• Maintain communication with technicians via phone or online.
• Maintains the scripting required and provided by the company for quality and efficient interactions with the inbound client base.
• Efficiently balances inbound calls with a multi-line phone system
• Offers appointment windows, ancillary products and services that contribute to achieving the call center sales quota - daily, weekly, and monthly.
• Order parts as needed for service appointments.
• Process all warranties from start to finish.
• Follows up and schedules preventive maintenance service appointments.
• Contact customers if there is a delay in their scheduled time.
• Maintains the scripting required and provided by the company for quality and efficient interactions with the inbound client base.
• Offers appointment windows, ancillary products and services that contribute to achieving the call center sales quota - daily, weekly, and monthly.
• Engages in outbound calling activities to secure the appropriate number of calls required for a successful service operation.
• Maintains customer database, ensuring complete, accurate, and updated entry of
• At the request of the Manager, may be required to perform other administrative duties to assist with the overall efficiency of the operation.
• Enters service calls, schedules calls, and generates call debriefing with technicians daily.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Address all concerns, questions and problems from customers and technicians. Utilize clear communication to manage conflict resolution.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

QUALIFICATIONS :

• High school diploma OR equivalent
• 2+ years of experience as a dispatcher in the HVAC industry
• Basic computer skills, including proficiency with Microsoft Word and Excel
• Ability to work extended hours, nights, and weekends
• Ability to read a map and geographical knowledge of our service area

Industry experience in dispatch and coordination is preferred but not required