Apply on Employer Site

Keyes North Atlantic, Inc. · 2 months ago

Dispatcher/Customer Service Coordinator

Newton, MA

Full-time

Onsite

Entry Level

$27/hr - $35/hr

1+ years exp

Keyes North Atlantic, Inc. is seeking a dynamic and proactive Dispatcher/Customer Service Coordinator to join their HVAC Service Department. This role involves providing exceptional customer service and administrative support, including dispatching technicians, managing communications, and ensuring customer satisfaction.

Real Estate

Responsibilities

Handling Customer Calls and Incoming Communication: Take incoming calls from customers, especially those requiring urgent attention, and provide timely and effective solutions

Customer Outgoing Interaction: Initiate and maintain outgoing and interactive communications (written and verbal) with customers to keep them informed of how the company is responding to their needs

Customer Prioritization: Identify and prioritize important customers to ensure their needs are met promptly and effectively

Service Call Assessment: Quickly learn and understand the types of service calls that can be dispatched to specific technicians based on their expertise and availability

Visit Planning: Create service visit for customer service requests, including scheduling field work, conducting needed research, and ensuring parts are ordered to maximize customer satisfaction

Communication: Maintain clear, professional, and effective communication with customers, technicians, and internal teams

Problem-Solving: Proactively identify potential issues and implement solutions to enhance customer satisfaction and operational efficiency

Documentation: Accurately record and update customer information, interactions, service details, and follow-up actions in the company's CRM system

Dispatching Technicians: Efficiently schedule and coordinate the dispatch of field technicians to customer locations, ensuring prompt and accurate service calls

Schedule Management: Schedule, manage, adapt, and communicate changes in the daily schedule to customers and technicians to ensure successful conclusions to all service calls

Field Monitoring: Monitor technicians in the field to ensure work is proceeding according to customer expectations

Review and Documentation: Conduct daily job reviews of field technician paperwork to support accurate and timely billing and payroll, addressing or highlighting issues with field technicians or supervisors

Collaborate with the accounting team to address invoice questions, discrepancies, and necessary adjustments

Promote and schedule Maintenance Visits: Evaluate past customer history to accurately determine the time and personnel required for scheduling maintenance visits

Provide general office support to the service team, including document management and scheduling assistance

Ensure Data Integrity: Review daily, weekly and monthly reports to ensure customer information including assets and asset service history is accurate

Contribute to Company Culture: Maintain positive, supportive relations with all staff

Continuous Improvement: Stay informed about industry trends and best practices to continuously improve service delivery and customer experience

Team Collaboration: Work collaboratively with team members to improve processes and procedures, contributing to a culture of continuous improvement

Qualification

CRM software proficiencyCustomer service skillsMicrosoft Office proficiencyOrganizational skillsProblem-solving abilitiesMultitaskingVerbal communicationWritten communicationTeam collaborationAttention to detail