Job description

A primary/secondary education nonprofit is looking for a Customer Service/Dispatching agent to join their team! They are looking for someone who can work the phones, help communicate with parents, and bus drivers when transportation will be late. Spanish speaking is a plus!

What You Will Be Doing

• Schedule technicians for service work on a day-to-day basis
• Manage Dispatcher/CSR team
• Manage maintenance contracts and track their progress to make sure they are being completed
• Maintain customer relationships by following up on service work we complete and ensure customer satisfaction
• Provide resources for technicians as they are needed
• Provide some service proposals
• Interact with customers on daily basis to make sure their issues are being addressed
• Directly responsible for computerized dispatching of field labor through all means of communication
• Directly responsible for communication with customers to assure a high degree of satisfaction
• Review with the Service Manager, all facets of the dispatch function; regarding effectiveness, customer care and internal communication issues, and or dispatch improvement ideas
• Meet weekly with Service Manager to look at jobs in progress
• Track on-job labor hours and make any issues known to Service Manager
• Directly responsible for coordinating and scheduling service agreement inspections one to two days in advance where applicable
• Directly responsible for effective communication with technicians and relaying technical concerns to Service Manager
• Work with other Service Coordinators in scheduling vehicle maintenance issues
• Directly responsible for providing feedback to the Service Manager regarding service dispatch trends, cost-saving opportunities, and customer issues
• Directly responsible for developing and maintaining in-depth knowledge of the company's service procedures, customer requirements, and dispatch industry trends
• Maintain accurate backlog
• Directly responsible for complying with company standards of conduct and appearance so as to reflect positively on company-images
• Stay professional and on task

What You Need for this Position

• Knowledge and understanding of HVAC terms and service requirements
• Strong communication skills via phone and email is required.
• Customer service/dispatcher experience in an office environment preferred.
• Must be able to work in a team setting.
• Must be detail oriented, punctual, able to multi-task effectively, and work in a fast paced environment.
• Computer skills required (Microsoft Office).
• Must supply proof of being fully vaccinated against COVID-19 by your first day of employment.

#AFTP123

Job Types: Full-time, Contract

Pay: $15.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Framingham, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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