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Customer Service Dispatcher

Company: Addcox Heating Center
Location: Roseburg
Posted on: August 2, 2022

Job Description:

Work Hours: Monday - Friday, 7:30 A.M - 4:30 P.M, Full Time PositionJob Description: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information.Required Qualifications for Job:

  • Advanced customer service skills
  • Self-Managed & Driven
  • Phone Etiquette
  • Professionalism
  • Ability to multi-task
  • Organized
  • Geographical knowledge of service area or map reading skills
    • Knowledge of industry is recommended but not required
      • Computer skills
      • High school diploma or general education degree (GED)
        • 2+ years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experienceDesired Qualifications for Job:
          • Working Knowledge of HVAC Industry
          • 3+ years dispatching experience and phone experience
            • Advanced level skills using Microsoft Office products and Dispatching SoftwareDaily Duties:
              • Take incoming customer calls.
              • Make outbound calls to schedule maintenances.
              • Schedule and coordinate all service calls as calls are received.
              • Create appointments for all service calls.
              • Debrief Service Technicians after completion of each call.
              • Adjust dispatch schedule throughout the day to accommodate customers and employees time frames as needed.
              • Respond to all service-related messages left overnight.
              • Maintain the dispatch schedule.
              • Forecast workload for 2 - 5 days out
              • Contact customers with a "Parts Pending" status as parts are received for scheduling.
              • Follow up on all pending and recommended work with customer utilizing the jobs dashboard.
              • Maintain maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
              • Help Management with issues as directed.
              • Update customer files as information is received.
              • Create service contract proposals for new customers
              • Maintain on call tech rotation schedule
              • Update and Maintain customer history information in database
              • Assist in preparing paperwork for all warranty repairs.
              • Assist with the return of warranty parts
              • Maintain service invoices
              • Process payments for unpaid invoices
              • Happy calls / customer surveys
              • Follow-up on uncompleted jobs, non-billable jobs & any other follow-ups as needed using the Jobs Dashboard
              • Manage recurring services and ensure customers are called when they are owed maintenance
              • Ensure the assigned tasks in task management software is being completed in a timely manner.
              • Assist with Warranty and Call Back tracking and claiming.
              • Prepare quote repairs professionally and appropriately when requested or needed.
              • Prepare insurance repairs, replace versus repair estimates using Microsoft Office when needed.
              • Other duties as assigned Weekly & Monthly Duties
                • Work with Marketing department to send out Maintenance Reminders & Letters.
                • Maintain maintenance database and solicit customers.
                • Maintain commercial contracts and schedule maintenance appointments.
                • Communicate with proper management and supervisors or owners with commercial contracts for scheduling, invoices or repair authorizations.
                • Assist with KPI Reports and Tracking for certain Key Performance trackers.
                • Process service requests or orders with parent accounts and 3 rd party insurance companies.
                • Follow procedures and protocols for 3 rd party insurance companies, warranty processing.
                • Maintain warranty tracking spreadsheet & database.
                • Other duties as assigned.

Keywords: Addcox Heating Center, Eugene , Customer Service Dispatcher, Professions , Roseburg, Oregon

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