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Dispatcher - Customer Service Representative- HVAC

Location:Houston, TX
Exempt/Non-Exempt:Non-Exempt
Benefits:Standard Hunton Group Benefits Package
Employment Type:Full Time
Department:Hunton Services
Description:The CSR functions within the Service Fulfillment Team as dispatcher and billing specialist and is the process owner of each individual contract or series of contracts in assigned territory. Responsible to schedule, assign, and dispatch Field Service Technicians to meet customer service requirements, tracking and documenting work, and fulfillment issues. Responsible for billing of all work in assigned territory. Coordinates with Project Managers and Field Supervisors as necessary.
Duties:Receive calls from customer and requests from Existing Building & New Systems Sales Engineers & Assistants, produce call slips with clear scope of service to be performed and/or details of the problems.
Route contractor or owner in-warranty requests for service for authorization, as appropriate to the type of warranty.
Review Request for Service forms/emails from New Equipment Sales for completeness & accuracy, verify equipment warranty status, review site & equipment information & start rates, produce call slips as required to properly manage Trane warranty calls.
Review Service Job Estimates to plan for accomplishing projects, staffing and equipment requirements, and allotment of available resources for various phases of projects or start-ups, coordinates same with Service Project Manager and/or Field Service Supervisor or Technician.
Route copies of work orders via scanned image & Outlook e-mail as appropriate for authorizations, work recommendations & follow-up.
Keeps Field Service Project Managers informed of status for needed parts.
Issue and track to completion all purchase orders.
File all warranty claims in assigned territories.
Responsible for creation and completion of all service tickets to invoice completion.
Responsible to accurately enter data to ensure correct invoicing to customers.
Flexibility to work overtime/weekends, as required.
Responsible for entering purchase orders and receipt purchase orders.
Process service claims concessions, Ship Product Defect (SPD), retrofit, and labor warranty.
Coordinates and schedules all service work for maintenance, quoted work, Time and material, start ups, emergency calls, training, meetings, on-call and any other directed activities
Ensures that all calls are properly entered in the dispatch software system
Ensures all field schedules are updated and properly maintained
Ensures proper information is obtained and entered for all service calls
Ensures proper information is provided to the field representatives to achieve proper execution, maximize utilization and deliver superior customer satisfaction.
Maintain a positive attitude and communicate professionally to all customer inquiries including but not limited to customer complaints, re-directing field representatives and a fast paced changing environment.
Reviews documentation from field representatives, vendors and customers to ensure proper handling for filing, accounts payable, cost moves and billing are completed in a timely manner.
Reviews all tasking and open work orders to ensure timely and required work is performed.
Ensures proper documentation is delivered to the customer as requested
Provide proactive follow up with customers, field representatives and interoffice to ensue outstanding issues are resolved and all commitments and expectations are met or exceeded
Works with field representative managers and or supervisors to resolve issues/problems in the field and helps provide solutions to improve on-going procedures
Provides timely and accurate billing of T&M and quoted work
Prioritizes workload and requests to ensure customer and employee satisfaction are delivered
Enters data in software system to ensure proper billing rate and markup information are accurate and up to date
Qualifications:Excellent organizational, communication, customer service & people skills required.
Computer skills required include computer-aided dispatch, fax software, scanner, e-mail, and proprietary main frame access.
Must be able to work hard, fast and focused; maintain an even flow of work between the customer, the workspace and the technicians.
Ability to read and interpret field service work orders, and determines and implement appropriate course of action or follow-up.
Speed and accuracy are paramount to this position.


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