Customer Service Representative
Job Title: Customer Service Representative / Dispatch
Service Titan Expert preferred (not required)
Trades Experience preferred (not required)
Company Overview: On the Mark Heating and Air is a leading HVAC company committed to delivering exceptional heating and air solutions. We are currently seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative / Dispatch on a temporary-to-hire basis.
Job Responsibilities:
- Serve as the primary point of contact for customers, providing outstanding customer service and addressing inquiries, service requests, and concerns.
- Provide exceptional and empathetic customer service, ensuring all inquiries are handled with care and professionalism.
- Schedule service appointments for customers and coordinate with field technicians.
- Record and manage customer information, service requests, and interactions in the company’s database (Service Titan).
- Maintain accurate records of all customer interactions, including call logs and service requests.
- Assist in managing emergency service requests and dispatching technicians as needed.
- Address customer concerns, resolve issues, and escalate complex matters to the appropriate team member.
- Adhere to company policies and procedures for quality assurance and customer satisfaction.
- Collaborate with other team members and technicians as needed to ensure a seamless customer service experience.
Qualifications:
- Previous experience in customer service and/or dispatch, preferably in the HVAC industry.
- Excellent communication skills, both verbal and written.
- Strong organizational abilities and the ability to multitask effectively in a fast-paced environment.
- Proficient in using computer systems and dispatch software.
- Problem-solving skills and a proactive approach to addressing customer needs.
- Flexibility to work varying shifts as required, including evenings and weekends.
- Familiarity with HVAC systems and terminology is a plus.
Benefits:
- Competitive hourly wage during the temporary period, with the potential for a permanent position.
- Opportunities for professional growth and development within the company.
- Position may turn into a permanent role if company meets it’s revenue goals