Dispatcher & Customer Service Representative (US HVAC Services, WFH)

As a Dispatcher & Customer Service Representative at ConnectOS, your main responsibilities involve answering customer calls, scheduling service appointments, dispatching technicians, and tracking job statuses in our CRM system. You'll be the key point of contact between customers, technicians, and management, ensuring everyone is informed and satisfied with the service provided.

To qualify for the Dispatcher & Customer Service Representative role at ConnectOS, candidates should have relevant experience in customer service or dispatching, preferably in HVAC or appliance repair. Strong verbal and written communication skills, ability to multitask, and familiarity with CRM systems will help you excel in this role.

Yes! At ConnectOS, we believe in investing in our employees. Training will be provided for the Dispatcher & Customer Service Representative role, specifically to help you get familiar with dispatching software and our customer relationship management systems, ensuring you feel confident and supported in your new position.

The work schedule for a Dispatcher & Customer Service Representative at ConnectOS is from 8:00 AM to 5:00 PM PST. This remote position requires you to be available during these hours to meet customer needs effectively, especially during peak call times.

Working as a Dispatcher & Customer Service Representative at ConnectOS offers a range of benefits including WFH flexibility, medical and dental coverage from day one, paid vacation and sick leave, a competitive salary, financial assistance programs, and opportunities for career growth in a Great Place to Work!

In managing multiple customer inquiries, it’s essential to prioritize based on urgency. For example, if a customer reports a critical HVAC malfunction, addressing their needs takes precedence. I would make a note of all requests and ensure timely follow-ups, using CRM tools to track appointments and service statuses most effectively.

Absolutely! In a previous role, a customer was upset about a delayed service appointment. I calmly listened to their concerns, apologized for the inconvenience, and assured them I would expedite the scheduling process. After successfully rescheduling, I followed up to ensure they were satisfied with the service. This approach not only resolved the issue but also built trust.

In my previous role, I worked extensively with technician dispatching for appliance repair services. I scheduled appointments based on technician availability and customer needs, effectively communicating all job details, which greatly enhanced operational efficiency.

I find that staying organized and composed is key during high-stress moments. I utilize prioritization techniques and utilize note-taking during calls to maintain focus. Taking short breaks in between calls can also help maintain a positive attitude and better serve customers.

I’ve worked with several CRM systems, like Salesforce and Zoho, where I managed customer interactions and appointment scheduling. I am comfortable learning new systems, and I look forward to the training you provide at ConnectOS.

Effective communication hinges on clarity and regular updates. I would maintain open lines of communication throughout the service process, whether by confirming appointment times to customers or providing job details to technicians to ensure everyone is synchronized and informed.

Key skills include strong verbal and written communication, multitasking abilities, problem-solving, and a detail-oriented mindset. A positive attitude and empathy are also crucial, as they help build rapport with customers and technicians alike.

I would maintain accurate logs in our CRM system to monitor job statuses. If there were any delays, I’d promptly reach out to affected customers, providing explanations and updated timelines while ensuring they feel supported and informed throughout the process.

Record-keeping is vital as it ensures all interactions and job status updates are documented accurately. This not only aids in customer service but is essential for resolving issues, tracking performance, and ensuring compliance with standard operating procedures in service delivery.

I am impressed by ConnectOS’s commitment to quality service and employee well-being. As a customer-centric person, I’m excited about the opportunity to contribute significantly to customer satisfaction while enjoying a supportive workplace culture.