Customer Care Representative / Dispatcher O'Fallon MO

Location: O'Fallon, MO
Date Posted: 08-17-2017
At Swiss Air Heating and Cooling, we are dedicated to making sure our customers receive the very best in HVAC services. From efficient repairs to custom HVAC installations, we offer professional services to ensure our clients' comfort.


Swiss Air Heating and Cooling is growing. Growth provides opportunity and stability for our employees.

Growth Means Opportunity and Stability
Do you value professionalism and punctuality? If you are an individual who takes pride in making customers smile and making technicians' life easier, we'd like to talk with you. Opportunity for a Customer Care Representative - Dispatcher serving primarily the residential marketis now available in O'Fallon, MO. Our service area includes St. Charles county and St. Louis county areas including Hazelwood, Florissant, Bridgeton, Chesterfield, Ballwin, Maryland Heights, St. Charles, St. Peters, O'Fallon, Wentzville and Lake St. Louis. The preferred applicant meets the requirements listed below and lives within 20 minutes of our office.

About the Customer Care Representative/Dispatcher, Swiss Air, O Fallon, MO
 
If you consider yourself an expert in interfacing with customers and generally enjoy making customers smile, we want to talk with you. Your experience in dispatching services including working with and interfacing with field service personnel, especially in residential services, will make you even more valuable.

Swiss Air Heating and Cooling, we are dedicated to making sure our customers receive the very best in HVAC services. From efficient repairs to custom HVAC installations, we offer professional services to ensure our clients' comfort.


Swiss Air Heating and Cooling is growing. Growth provides opportunity and stability for our employees.

Growth Means Opportunity and Stability
Do you value professionalism and punctuality? If you are an individual who takes pride in making customers smile and making technicians' life easier, we'd like to talk with you. Opportunity for a Customer Care Representative - Dispatcher serving primarily the residential market is now available in O'Fallon, MO. Our service area includes St. Charles county and St. Louis county areas including Hazelwood, Florissant, Bridgeton, Chesterfield, Ballwin, Maryland Heights, St. Charles, St. Peters, O'Fallon, Wentzville and Lake St. Louis. The preferred applicant meets the requirements listed below and lives within 20 minutes of our office.

About the Customer Care Representative/Dispatcher, Swiss Air, O Fallon, MO
If you consider yourself an expert in interfacing with customers and generally enjoy making customers smile, we want to talk with you. Your experience in dispatching services including working with and interfacing with field service personnel, especially in residential services, will make you even more valuable.

Keywords: customer service, dispatch, residential services, field coordination.


Key Accountabilities
  • 30% Convert 100% of incoming inquiry calls to appointments.
  • 25% Proactively identify opportunities on every call to maximize value and satisfaction for the customer.
    • Maintain daily summary of call results.
    • Decipher call priority and set scheduling of technicians based on priorities:
    • Escalate customer needs for immediate action as necessary.
  • 20% Ensure all Technicians™ talents are leveraged and their productivity is maximized based on customer demand and work requirements.
    • Direct the technicians schedule by assigning work based on Tech experience, knowledge and abilities and customer potential need.
    • Ensure calls are addressed and assigned based on the most appropriate date, time and status.
    • Confirm every appointment 24 hours in advance.
    • Confirm homeowner is home before Tech is dispatched.
    • Debrief Techs on completed calls daily to ensure follow through.
    • Ensure communications are flowing smoothly with minimum confusion.
  • 20% Perform customer service follow-up calls within 24 hours of service completion.
    • Collect customer feedback to ensure satisfaction and enable us to improve our service
    • Perform verification-of-quality checks and verify customer satisfaction.
    • Gain insight for referral and future potential.
  • 5% Schedule club member maintenance appointments on a daily basis to ensure customer satisfaction and Tech productivity.
  • 5% Ensure all up-coming call materials are available and where they need to be when they are suppose to be.
    • Pull parts for upcoming jobs
    • Schedule jobs after confirming the Tech can run it effectively.
    • Inform Ron of any and all shortages so they can be addressed in a timely manner.
Requirements
  • Personal accountability for excellence
  • Excellent background check results and work references
  • Communication and collaboration skills
  • Knowledge of residential services, dispatch and HVAC services highly preferred but not required
We offer continuous employee development and training, competitive compensation and benefits.
Keywords: customer service, dispatch, residential services, field coordination.
Carl Nielson
HR Partner
Please contact me with any questions:
Email: cnielson@nielsongroup.com
or
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