Customer Service Representative (CSR) - Dispatcher

Dave Droegkamp Heating and Cooling
$20 to $24 per hour - Pay commensurate with experience.
United States, Wisconsin, Hartland
540 Norton Drive (Show on map)
Feb 10, 2025
SCOPE OF POSITION: This position is a hands-on Service Department operations role under the direction and supervision of the General Manager. This role facilitates all customer service requests supporting our residential demand service, replacement sales customers, and new construction customers and builders. BASIC FUNCTION: This position is responsible for the day-to day receiving, coordinating, and scheduling of customer related service requests and dispatching of Field Service Technicians. ESSENTIAL JOB DUTIES: Receive and coordinate emergency and non-emergency service requests. Accurately capture all information and service request details to enter in computer system. Prioritize calls based on urgency and importance to prepare a daily service schedule. Dispatch service and maintenance technicians to meet daily schedules ensuring service request details are accurately communicated to technicians. Track technicians call progress and debrief between assigned calls to close out appointment or schedule follow-up visits as needed. Capture necessary information from technicians to substantiate warranties, order parts, and quote repair pricing for return service appointments. Accurately log-all repairs and service notes from both service and maintenance appointments into company computer records. Process all service invoicing and payments following completed calls. Order parts and process warranties for no-charge items following completed calls. Promote, sell, log and schedule company Annual Maintenance Agreements (AMA's). Provide administrative support for related department duties as requested. POSITION SKILLS & REQUIREMENTS: Superior customer service skills and customer first disposition. Professional and courteous telephone manner and etiquette. Strong interpersonal, written and verbal communication skills. Ability to be diplomatic and rational in difficult situations. Patience and endurance to give customers undivided attention and time. Detail oriented with an ability to multitask in a hectic environment. Basic to advanced computer proficiency and keyboarding skills. Multi-line phone skills and general knowledge of office equipment including copiers and fax. Proficiency in Microsoft outlook, excel, word and e-mail. Work independently without constant direct supervision and be able to work as part of a team. Top reliability to meet scheduled shifts.