Customer Service Representative/ Dispatcher

Position: Full Time

6 & Fix Heating and Cooling is a fast-paced HVAC company serving Raleigh, Durham, and the surrounding areas. We are seeking the right candidate who can grow with our company – and there is plenty of room for growth! We are proud of our growth in 2020. In a difficult for many, 6 & Fix saw team growth, revenue growth, offering our employees stability and flexibility. Tell us why you would be a great fit!

A Customer Service Dispatcher is responsible for maintaining our Service Technician team’s daily schedules and dispatch the technicians as service calls are completed. Once needed parts have arrived, the CSR would schedule a return visit. In addition, maintain a 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 current billing information. Prepare service invoices and send them out.

Daily Duties:

• Take incoming customer calls.
• Schedule and coordinate dispatch tickets for all service calls as received.
• Dispatch Service Technicians from home to the first call, and each call thereafter
• Debrief Service Technicians after completion of each call
• Update service database from the service ticket
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 2 — 4 days out
• 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.
• Update customer files as information is received • Maintain customer history files in database
• Maintain service invoice log
• Forward checks and payments to accounting
• Happy calls / customer surveys.
• Other duties as assigned

Measures of Job Effectiveness:

• Degree to which unproductive labor or lost time is minimized
• Number of customer complaints due to scheduling.
• Number of return trips/call backs due to scheduling inefficiencies.
• Accuracy of customer history files.
• Filing of service orders.
• Timeliness of billing information to account.
• Follow up on pending or recommended work.

Required Qualifications:

• Dispatch experience required.
• Customer service experience required
• Advanced customer service skills
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Computer skills
• High school diploma or general education degree (GED)
• Knowledge of HVAC industry is preferred

Pay: AVERAGE $620 / week (based on experience, and potential for growth)

Benefits: 6 & Fix offers top industry pay, a professional work environment, and an excellent opportunity for career advancement. Our structure is created to allow for positions within the company for growth. To support growth, we offer third-party training by professionals in the Customer Service industry, peer support, and one on one training sessions.

Other benefits include medical insurance, 401k with match program, paid vacations and personal time off, and paid holidays.