HVAC Customer Service Representative and Dispatcher (Hybrid)

CastleWorks Home Services Company, part of Moore Mechanical, is a growing network providing home service solutions. They are seeking an HVAC Customer Service Representative and Dispatcher to manage customer inquiries, schedule appointments, and dispatch technicians while ensuring high-quality service and customer satisfaction.

Responsibilities

• Answer incoming calls from customers related to service, billing, and other departments promptly
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Manage customer concerns with the objective of maintaining a positive customer relationship
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts
• Maintain a positive, professional, optimistic attitude in the workplace
• Check voice mail messages from the after-hours answering service
• Review dispatch board with the dispatcher(s)
• Call customers from the non-emergency after hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day
• Accurately gather all necessary customer information
• Provide recommendations for service and maintenance contracts as appropriate
• Assist other departments as needed and perform other duties as assigned
• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information
• Prioritizing service requests to serve the most urgent needs, and technician locations
• Utilizing Service Titan, add and update customer information
• Ensure that service crews are well informed and ready to go
• Dispatch technicians based on emergency and non-emergency calls and document important information
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units
• Direct crews by making contact through the phone and other field units to the appropriate sites
• Supervise the route and status of field units to prioritize their daily schedule
• Operate and manage a multi-line telephone console system
• Respond to queries related to products and deliveries
• Maintain and update call logs, call records and other important documentation

Skills

• Must be able to speak on the phone during the entire work shift
• A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
• Sales experience a plus
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
• Strong customer service attitude
• Ability to manage multiple priorities within a fast-paced environment
• Able to 'think on your feet' to provide customers with needed information for their specific installation or repair
• Highly detailed and organized
• Ability to work as part of a team
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software
• Stress tolerance- thrives in a high-pressure environment
• Ability to work evenings weekends
• Bilingual a plus

Benefits

• Health, vision, and dental insurance
• 401k with company match
• Paid time off
• Employee discounts
• Fun team member appreciation events
• Paid Time Off/Paid Holiday
• Medical/Dental/Vision/401k match!
• Health Savings Account
• Commission Incentives -paid weekly!
• Uniforms and Uniform Laundering
• Tools and Equipment Provided
• Company Service Vehicle & Gas Card
• 401k Retirement Plan with company match
• Life Insurance
• Employee Assistance Program

Company Overview