CSR – Customer Service Representative

$15-$20 per hour

Job Description:

The Dispatcher/CSR acts as a liaison between customers and service technicians, providing product/service information. This role is vital for ensuring the efficient dispatching of service technicians, as well as supporting scheduling, customer satisfaction, and overall operational efficiency.

Job Duties/Responsibilities:

• Answer Incoming Phone Lines: Handle requests for residential and commercial HVAC service, ensuring customer needs are addressed promptly.
• Dispatch Technicians: Efficiently dispatch service technicians using GPS data. Provide accurate, valid, and complete information to technicians using the appropriate methods/tools.
• Schedule Service Agreement Visits: Organize and schedule seasonal maintenance and service agreement visits to ensure timely and efficient service.
• Accounts Receivable (A/R): Monitor and manage A/R balances. Follow up with customers on outstanding balances as needed, ensuring accurate and timely payments.
• Escalate Issues: Escalate customer service and billing issues to the General and Office Manager as necessary for resolution.
• Review Technician Timesheets: Ensure technician timesheets are submitted and reviewed daily for accuracy.
• Create Service Agreements: Quote, sell, and create service agreements to enhance customer satisfaction and business growth.
• Support a Safe Work Environment: Promote and maintain a safe work environment for both office and field employees.
• Additional Duties: Perform other job duties as assigned by the Office Manager or General Manager.