Dispatcher, Customer Service​/HelpDesk

Overview

We are seeking an accountable, reliable, and coachable individual to join our team as a CSR at Central Heating. Founded in 2007, Central Heating is a locally owned and operated company dedicated to providing top-notch heating and cooling services to our community. As we continue to grow, we are looking for individuals who possess a growth mindset and are committed to delivering exceptional service to our customers.

• Answer incoming phone calls and assist customers with inquiries, service requests, and scheduling appointments.
• Maintain an 80% booking rate by efficiently scheduling service appointments and installations while prioritizing safety protocols.
• Interface with customers to resolve conflicts, billing discrepancies, and other issues in a professional and timely manner, delivering high-value service.
• Schedule and organize technicians’ day. Hold technicians accountable to ensure they hit their KPIs for average ticket and conversion rate.
• Utilize Service Titan and other software platforms to manage customer information.
• Collaborate with other team members to optimize scheduling and resource allocation while maintaining high safety standards.
• Provide exceptional customer service and strive to exceed customer expectations at every opportunity, embodying our commitment to high-value service.
• Adapt quickly to changing priorities and handle multiple tasks simultaneously in a high-pressure environment, demonstrating a sense of urgency.
• Open to coaching and training to continuously improve skills and performance while being held accountable for results.

• Previous experience in a customer service role preferred.
• Proficiency in Service Titan or similar service management software highly desired.
• Strong communication skills, both verbal and written, with a customer-centric approach.
• Excellent organizational and time-management abilities.
• Ability to work effectively under pressure and adapt to changing circumstances.
• Detail-oriented with a high level of accuracy in data entry and record-keeping.
• Problem-solving skills and the ability to think critically in fast-paced situations.
• High school diploma or equivalent required; additional education or certifications a plus.

• Job Types: Full time, Permanent
• Pay: $22.00-$24.00 per hour
• Benefits:
  On-site parking
• Education:
  
  Secondary School (preferred)
• Experience:
  
  Service Titan: 1 year (preferred);
  Customer service: 1 year (preferred)
• Work Location:
  
  In person