Job Title:

Dispatch/Install Coordinator

(2)

Job Type: Permanent, Full-Time

Day/Hours: Mon-Friday 8:00am-5:00 pm

Rate of Pay: $18-$25 PER HOUR, DOE

Location of Work: Panama City

Requirements: Employer will Conduct Background Check, Drug Screen, and Motor Vehicle Check

SUMMARY:

As a

Customer Service Representative, you will play a crucial role in providing outstanding customer service. Our team is built on a foundation of respect, ongoing education, and a passion for excellenceand we're excited to welcome individuals who are eager to learn, grow, and contribute to our success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Key Responsibilities:

• Handle inbound and outbound customer calls, addressing inquiries and converting calls into booked service appointments.
• Deliver clear, compelling, and personable call scripts with an authentic cadence, ensuring customers feel valued and heard.
• Resolve customer issues promptly and professionally, promoting the brand and encouraging repeat business.
• Maintain accurate customer records in the CRM system, documenting all interactions and updates.
• Collaborate with dispatch, management, and team members to ensure seamless service delivery and customer satisfaction.
• Participate in ongoing training programs to develop customer service skills and technical knowledge, including HVAC systems.
• Assist customers in understanding product offerings and services, and educate them on additional opportunities that may meet their needs.
• Support the team in meeting or exceeding customer satisfaction ratings and performance goals.
• Perform basic HVAC installation duties, such as assisting with furnace/AC installations and system start-ups, under supervision as part of training.
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences.
• Manage the whereabouts and needs of every technician in the field.
• Record the results of each service call and create report summaries for senior management.
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Update customers throughout the day on the technician's progress.

EDUCATION AND/OR EXPERIENCE:

• High School Diploma or equivalent education
• Proven track record in customer service, with strong verbal and written communication skills.
• Proficient with IT systems, phone systems, and CRM software; strong typing skills.
• Highly organized with exceptional attention to detail and follow-through abilities.
• Ability to build trust, demonstrate empathy, and establish rapport with customers.
• Comfortable working in a fast-paced, goal-driven environment.
• Motivated, flexible, and maintains a positive attitude even in challenging situations.
• A competitive team player with a passion for achieving team and individual goals.
• Willingness to engage in self-study and attend training seminars for continuous improvement.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.