CastleWorks Home Services Company · 18 hours ago
HVAC Customer Service Representative and Dispatcher (Hybrid)
Dublin,CA,US
Full-time
Hybrid
Entry Level
$25/hr - $29/hr
1+ years expCastleWorks 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.
Construction
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
Qualification
Required
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
Preferred
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
CastleWorks Home Services Company
The CastleWorks story began in 1995 and grew from the collaboration of many dedicated local professionals committed to service.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase