Engineering Excellence
Position Title: CSR Dispatcher
Reports To:
General Manager or Office Manager
Status : Full-time, Regular position
Category : Administrative
Location Name : Berkshire Mechanical/Denny's Electrical Service
Location Address : 2729 Leisczs Bridge Rd, Leesport, PA 19533
Position Summary:
Work Directly with Service Managers to create an effective and profitable Service Department and Manage Technicians' Workload. Maintain the Service Technician daily schedules, provide a full work day for each technician and minimize non-billable time. Dispatch the technicians as service calls are received. Schedule return trips with customers when parts are received. Maintain the On Call Schedule for Service Technicians. Assist Service Managers as requested. Maintain customer database and service portals with current information. Clear communication with Department Managers/Supervisors, Employees and Customers. Basic Requirements
Outstanding Customer Service Skills Computer Skills - must be proficient in Word, Excel, Outlook Ability to Multi-Task Organizational Skills in managing workload and follow up Knowledge of Service Area Geography to maximize efficiency of technicians Strong communication skills
Key Responsibilities
Answer all incoming calls Monitor emails in Service Inbox Create work orders in Dispatching Software Schedule technicians to accommodate customer needs Follow up with technicians as calls are complete, record follow up work needed and dispatch next call Communicate with Service Manager as problems arise Manage and track open calls, follow up work and work waiting for parts by maintaining the open work orders Manage Project Management Customer Service Portals Maintain Technician Schedules Schedule Maintenance Agreements to ensure compliance Communicate ways to improve efficiency of Dispatching to Management Advanced communication with Service Managers of workload challenges and technician problems Update Customer Equipment List Maintain the On Call Schedule - communicate any changes to the Call Center and Management Any other tasks assigned by Management
Why You Should Join the Berkshire Mechanical Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.
Join us and become an EXPERT!
Service Experts Company Perks and Benefits for YOU
Generous PTO provided:
20 paid days off within your first year of employment (vacation & national holidays) 25 paid days off after your 2nd year of employment No layoffs during "Slow Season" - due to our extensive customer base, you will never have to worry about not being able to provide for your family year-round Ready to get out of your work truck? We have ample advancement and career-growth opportunities available across the U.S. Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs We provided wellness program options for free employee medical Company-provided smart phone, tablet, uniform plan, and tool replacement program We'll make you better at what you do with our internal Training Academy Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions Company-paid employee Life Insurance with options for YOU and your Family! Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com
Reports To:
General Manager or Office Manager
Status : Full-time, Regular position
Category : Administrative
Location Name : Berkshire Mechanical/Denny's Electrical Service
Location Address : 2729 Leisczs Bridge Rd, Leesport, PA 19533
Position Summary:
Work Directly with Service Managers to create an effective and profitable Service Department and Manage Technicians' Workload. Maintain the Service Technician daily schedules, provide a full work day for each technician and minimize non-billable time. Dispatch the technicians as service calls are received. Schedule return trips with customers when parts are received. Maintain the On Call Schedule for Service Technicians. Assist Service Managers as requested. Maintain customer database and service portals with current information. Clear communication with Department Managers/Supervisors, Employees and Customers. Basic Requirements
Outstanding Customer Service Skills Computer Skills - must be proficient in Word, Excel, Outlook Ability to Multi-Task Organizational Skills in managing workload and follow up Knowledge of Service Area Geography to maximize efficiency of technicians Strong communication skills
Key Responsibilities
Answer all incoming calls Monitor emails in Service Inbox Create work orders in Dispatching Software Schedule technicians to accommodate customer needs Follow up with technicians as calls are complete, record follow up work needed and dispatch next call Communicate with Service Manager as problems arise Manage and track open calls, follow up work and work waiting for parts by maintaining the open work orders Manage Project Management Customer Service Portals Maintain Technician Schedules Schedule Maintenance Agreements to ensure compliance Communicate ways to improve efficiency of Dispatching to Management Advanced communication with Service Managers of workload challenges and technician problems Update Customer Equipment List Maintain the On Call Schedule - communicate any changes to the Call Center and Management Any other tasks assigned by Management
Why You Should Join the Berkshire Mechanical Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.
Join us and become an EXPERT!
Service Experts Company Perks and Benefits for YOU
Generous PTO provided:
20 paid days off within your first year of employment (vacation & national holidays) 25 paid days off after your 2nd year of employment No layoffs during "Slow Season" - due to our extensive customer base, you will never have to worry about not being able to provide for your family year-round Ready to get out of your work truck? We have ample advancement and career-growth opportunities available across the U.S. Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs We provided wellness program options for free employee medical Company-provided smart phone, tablet, uniform plan, and tool replacement program We'll make you better at what you do with our internal Training Academy Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions Company-paid employee Life Insurance with options for YOU and your Family! Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com