Customer Service Representative-Dispatch

Job Title: Customer Service Representative-Dispatch

Reports to: Director of Service

About Texas Chiller Systems:

Headquartered in San Antonio, Texas Chiller Systems was founded on principles that align with our core values of excellence and teamwork. At TCS, we are Open to growth, change, and challenges, continually striving to improve ourselves and our team. We believe in Nurturing our environment and investing in those around us to create a positive and productive workplace. Our team is Engaged and committed to precision, never missing an opportunity to give our best. We are Tenacious, driven by passion and purpose in our relentless pursuit of excellence. Our Collaborative spirit ensures that communication is paramount, with the best ideas leading the way to success. Lastly, we embody Selflessness, putting the team's and our clients' needs before our own.

We provide the highest level of maintenance, repair, and installation services for commercial properties, ensuring the utmost reliability and efficiency of our customers' equipment.

Join us in our mission to deliver top-quality solutions with a team that values every member's contribution.

Job Description:

As a CSR Dispatcher, under general supervision, coordinate work order requests from initiation to service completion and maximize technical resource productivity and profitability by efficiently scheduling and dispatching technicians with guidance from the service manager and team leads. 

Partner effectively with the Service Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyze and assess technical team performance and adjust as needed to enhance customer satisfaction in a cost-effective manner.

Duties/Responsibilities:

• You’ll be the trusted point of contact for all service requests. Your ability to understand and anticipate customer needs will ensure that you match the right Technician or Team Lead to each situation, making a direct impact on customer satisfaction.
• You’ll communicate the action plan, including ETAs and updates, directly to the customer. Your clear and proactive communication will build trust and ensure that customers know exactly what to expect at every stage of the service.
• After the service is completed, you’ll confirm that the work meets the customer’s expectations. You’ll follow up, address any inquiries, and resolve issues with care, ensuring that customers feel supported and valued.
• You’ll take ownership of reconciling work orders daily in JONAS, ensuring that nothing falls through the cracks. Your attention to detail will keep everything running smoothly.
• You’ll actively track “work in progress” reports, keeping an eye on all ongoing jobs to ensure they’re on track. Your oversight will be key in maintaining efficiency and quality.
• You’ll align technician schedules with customer needs, making sure that each technician has a well-planned day. Your coordination will be essential in delivering timely and effective service.
• You’ll contribute to the growth of the company by assisting in the creation of lead generation opportunities through inbound calls to North Boundary. Your initiative will help drive new business.
• You’ll develop and maintain long-term relationships with customers, becoming a trusted partner who understands their needs and contributes to their success.
• You’ll collaborate with CSR Maintenance to prepare yearly and monthly plans for all PMA scheduled PM visits. Your forward-thinking approach will ensure everything is ready when needed.
• You’ll prepare and discuss critical account information during business review meetings, helping the team stay on top of profitability, receivables, and customer satisfaction. Your insights will be valued and instrumental in decision-making.
• You’ll facilitate the administration of warranty claims and call-backs, ensuring customers receive the support they deserve.
• You’ll step in to perform the duties of other CSRs as needed, demonstrating your versatility and teamwork.
• You’ll champion safety-first principles, contributing to a safe and secure work environment for everyone.

Qualifications:

• 2 years of customer service experience in a service-based business with commercial/industrial clients
• High school diploma or equivalent required, plus a minimum of five years of HVAC/service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must