Customer Service Representative/Dispatcher

At Estes Heating & Air, we are looking for a Dispatch/Customer Service Representative to join our team! The CSR would assist our office on a daily basis and to perform a variety of administrative and clerical tasks, including dispatching service technicians, maintenance agreement management, billing and collecting, managing projects, data entry, answering phones, and handling company inquires for a growing HVAC company. Willing to be trained in a customer dispatch program. You will also be working with other Estes employees to ensure information is communicated effectively to keep our employees working efficiently. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

**Pay will be based on experience.**

Job Description:

• Provide fast and friendly customer service
• Answer incoming calls from customers related to service, billing, and other inquiries
• Communicate and coordinate schedules with technicians, other office personnel, and vendors
• Monitor and respond to website contact forms, online service requests, and text messaging
• Monitor, reply, and facilitate inbound customer calls and emails
• Be well-versed in the Company’s software and pricing options
• Schedule upcoming and recurring appointments
• Strategically assign jobs based on technician workload, skillset, and/or geographical location
• Monitor the dispatch board for availability and timeliness and update customers with ETAs as needed
• Maintain accurate and up-to-date customer records including equipment data, contact data, memberships, opportunity status, recurring services, and job details.
• Manage customer concerns and work to resolve them efficiently and effectively
• Assist technicians with special parts requisitions as needed

Experience & Requirements:

• Must have strong proficiency in computer skills
• Experience with Service Titan is a plus but not required
• Must be able to pass a background check & drug test
• Must possess a positive attitude and professional appearance

Benefits:

• Paid Time Off
• Paid Holiday's
• Health/Vision/Dental Insurance
• Employee Discount
• Some overtime (1-2 hours)
• No Weekends
• 401k Employer Match
• One location

Estes Heating & Air is an equal opportunity employer.

Job Type: Full-time

Pay: $15.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person