Dispatch Service Representative

Top Job

Located in Lufkin, TX

Salary: 15.00 + DOE

The Dispatch Service Representative is responsible for evaluating all residential and/or commercial service calls and matching them to the appropriate technician based on skill level and urgency. The DSR is very familiar with all service technicians and their capabilities, using this information to maximize profits and efficiency of operations. The DSR has fantastic communication skills, as it is their responsibility to keep customers informed throughout their entire “customer journey” with Company – from providing updates on the initial job, to informing the customer of part order status and installation. This person is professional in every aspect, as they are a direct representation of Company to both commercial and residential customers.

 

Responsibilities:

• Evaluate service calls and match them with the appropriate/most efficient technician for the job
• Keep customers updated on job status throughout the day
• Ensure that billing for all commercial and residential service is completed in an accurate and timely manner by technicians
• Follow up with technicians once jobs are completed, and order necessary parts
• Follow up with customers once parts are ordered with estimated arrival date and estimated date of installation
• Schedule quarterly and bi-annual maintenance visits with Priority 1 customers and ensure they are completed in a timely manner
• Utilize KPI reports and other technician progress measures so that profits are maximized
• Oversee the answering service to ensure that all after-hour calls are taken care of and create technician on-call schedule
• Meet daily revenue goals by prioritizing the most urgent and profitable calls
• Relay accurate information to technicians, ensuring proficient, quality customer experiences
• Manage the whereabouts and needs of every technician in the field
• Record the results of each service call and create report summaries for senior management
• Be professional and establish customer rapport, encouraging repeat business
• Respond to customer requests, resolving issues and promoting the brand
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders

• Follow proper etiquette, such as not indulging in long or personal conversations with visitors, being present at the desk during working hours, etc. Complete knowledge about Company, and all its employees is also expected

 

Qualifications:

 

• College degree in business or related field preferred
• Excellent oral and written communication skills
• Portray qualities such as confidence with a professional attitude and appearance

• Detail-oriented with the ability to multi-task
• Must possess strong planning, organization and time management skills
• Understanding of the HVAC services business sector
• Experience with Service Titan OR willingness to quickly learn the operating system
• Excellent working knowledge of PC software including Microsoft Office Word and Excel
• Proficient in managing multiple, diverse tasks simultaneously, while maintaining organization
• Ability to take direction from several managers and meet the needs of each one in an efficient manner

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