Job Posting: Customer Service Representative / Dispatcher (Overnight) BILINGUAL-SPANISH

Company: Elmer's Home Service

Job Description

Elmer’s Home Service, a renowned leader in the HVAC industry, is excited to announce an opening for a Customer Service Representative / Dispatcher to handle our overnight operations. This full-time position is ideal for individuals seeking to impact our operations positively by ensuring excellent service delivery during the critical overnight hours. As the front line of our company during overnight periods, you will play a pivotal role in maintaining our standards of service excellence, coordination, and efficiency. Please note this position is not remote and will require your presence at our facilities during assigned shifts.

This role requires a unique set of abilities, including exceptional communication skills, organizational prowess, and a robust understanding of dispatch processes. The positon blends customer interaction with operational task management, set in a dynamic environment that entails addressing immediate customer needs and dispatching technicians according to varying service priorities.

Duties and Responsibilities

• Answer incoming calls and provide outstanding customer service to HVAC clients during overnight hours.
• Dispatch technicians based on service requests, priority, and availability.
• Input service requests, customer information, and dispatch details into ServiceTitan or similar software.
• Troubleshoot basic customer issues and coordinate solutions with field technicians.
• Maintain detailed and accurate service records, including appointment schedules and customer feedback.
• Ensure efficient scheduling and dispatching for technicians in the field.
• Communicate clearly and professionally with customers, technicians, and team members.
• Support other team members as needed in a fast-paced call center environment.

Requirements

• At least 1-2 years of call center experience, preferably in the HVAC industry.
• Proficient with ServiceTitan software (or similar dispatching software).
• 35+ WPM typing speed with high accuracy.
• Strong communication and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced work environment.
• Excellent customer service and organizational skills.
• HVAC industry knowledge or prior experience is a plus but not required.
• Overnight shift availability is required!!!
• Must be comfortable handling customer inquiries and dispatching services efficiently.

Compensation

Competitive pay based on experience, including potential shift differential for overnight hours.

Full-time position with Company Benefits.