Dispatcher / Scheduler

JOB DESCRIPTION

Job Summary:  Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within a call center environment. 

Job Duties:

  • Provide Fast, Friendly and Fun customer service to both internal and external customers
  • Communicate with technicians and other departments via email, text message and phone
  • Answer incoming calls, emails, and txt messages to close out calls for technicians and sales
  • Maintain scheduled calls on the SW21 Dispatch board making sure that all calls are  scheduled on the appropriate technician and update customers as needed of technicians ETA
  • Answer incoming calls from customers related to service, billing, and other departments
  • Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
  • Manage customer concerns and work to resolve them efficiently and effectively
  • Other assigned duties as directed by management

JOB REQUIREMENTS

Education and Experience:

  • High school diploma or equivalent
  • 2-5 year experience in a customer service and or dispatcher environment
  • Intermediate knowledge of concepts, practices, and procedures related to HVAC


Key Competencies:

  • Honesty and integrity
  • Excellent customer service skills
  • Ability communicate empathy
  • Critical Thinking and Problem solving
  • Detail oriented
  • Adept learner
  • Able to multitask
  • Proven ability to process high volumes of work with great accuracy
  • Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)
  • Knowledge of Successware21 a plus
  • Excellent written and verbal communication skills 

Physical Requirements:

  • Must be able to sit for long periods of time
  • Must be able to work varying shifts including days, nights, and weekends 


Equal Employment Opportunity
Quality Home Maintenance dba George Brazil Air Conditioning & Heating is committed to an equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally‑recognized basis including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law. In Arizona, the following also are a protected class: race, color, religion, sex, age, disability, AIDS/HIV status, national origin, status as a cardholder for medicinal marijuana, and genetic test results.


 

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