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Csr - Customer Service Representative

4 weeks ago

Quesnel, Canada The Great Indoors HVAC Company Full time

Established in 1999, **The Great Indoors HVAC Company **is a well established medium sized Plumbing, Heating and Air Conditioning Service, Repair and Installation company located in **Quesnel, British Columbia.** Currently we are looking for an experienced **CSR Service Dispatcher **for our busy company.

**Our Mission**:
By striving for excellence in all we do, exceeding expectations “We'll Make your Indoors Great”.

**Our Values**:
To create a company culture that is surrounded with a sense of happiness and community by holding in the highest regard our core values of **Integrity, Teamwork, Exceptional Service, Continuous Learning **and **Having Fun.**

**Vision**:
To create the kind of company we’d love to work for that people want to do business with, delivering the kind of service we’d like to receive.

**Job Title: Service Dispatcher**

**COMPENSATION & BENEFITS**:The competitive salary will be commensurate with experience.
- BC Medical coverage.
- 100% Comprehensive Extended Benefits package.
- Paid training
- Great team environment and culture.
- Opportunities for advancement
- Friendly atmosphere, Flexible working conditions, a company committed to promoting a healthy work/life balance.

**Typical Work Hours**:8am to 4:30pm, Monday through Friday.

**Primary Job Function**:
Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

**Reports to**:Administration Manager

**Required Qualifications**:

- Advanced customer service skills.
- Ability to multi-task
- Organized
- Geographical knowledge of service area or map reading skills
- Knowledge of industry is recommended but not required
- Computer skills
- QuickBooks experience (preferred)
- FieldEdge or similar dispatching software (preferred)
- High school diploma or general education degree (GED)
- Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience as a dispatcher preferably from the plumbing and/or HVAC industry.

**Essential Duties and Responsibilities**:

- Take incoming customer calls.
- Schedule and coordinate all service calls as calls are received.
- Create dispatch ticket for all service calls.
- Dispatch Service Technicians, one call at a time
- Dispatch Service Technicians from home to first call.
- Respond to all messages left overnight.
- Maintain the dispatch board / schedule.
- Contact customers with a “Parts Pending” status as parts are received for scheduling.
- Follow up on all pending and recommended work with customer utilizing the pending work log.
- Monitors customer satisfaction and acts to address satisfaction issues in a prompt and non-defensive manner
- Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
- Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
- Maintain customer history files in database
- File service orders
- Update service database from service ticket
- Maintain service invoice log
- Perform Happy calls / customer surveys.
- Demonstrates excellent customer service by conducting daily activities, communications and interactions in a cooperative, positive and professional manner.
- Build team commitment to high standards of service, exceeding Customer expectations and leading by example to deliver optimum customer satisfaction.
- Background Check will be required..
- Other duties as assigned.

The Great Indoors HVAC Company is in Quesnel, a small friendly city in the central interior of BC surrounded by natural beauty and some of the best outdoor recreation areas. We have many amenities of a large city in a small and friendly community. Housing and real estate is still affordable and Quesnel is a great place to raise a family.

This is a full-time position following the 3-month training period or sooner depending on experience.

**Salary**: $19.00-$24.00 per hour

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Quesnel, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 3 years (required)

Work Location: One location

Expected start date: 2023-02-06

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