Customer Service Representative

The Customer Service Representative is a dual-role position designed to effectively manage and support service requests, schedule technicians, and ensure excellent customer service. This individual acts as a communication hub between customers and service technicians, coordinating schedules, dispatching technicians, and ensuring customers receive timely and quality support. The role requires a strong blend of organizational skills, communication ability, and a customer oriented attitude.

Key Responsibilities:

1. Dispatch and Scheduling:

• Schedule and dispatch swimming pool service technicians to customer locations based on request priority, technician availability, and location.

• Optimize daily routes in Service Titan to maximize efficiency and minimize travel time and fuel costs.

• Track technician locations and progress on jobs in real-time, adjusting schedules when necessary to ensure timely service.

• Communicate job details to technicians, ensuring they have all the necessary information, tools, and parts for each service request.

• Respond promptly to incoming customer inquiries via phone, email, and online platforms.

• Provide information on services, warranties, and estimated service times.

• Keep customers informed of their technician’s estimated arrival times, delays, and job progress.

• Address customer complaints or issues and escalate to management as needed.

• Maintain accurate records of service requests, dispatch details, technician notes, and follow-up actions in company systems.

• Generate reports on technician payroll, productivity, service request statuses, and customer satisfaction metrics.

• Manage technician schedules, including time-off requests, shift adjustments, and overtime.

• Process invoices, payments, and warranties related to service requests.

• Accounts receivables collections.

• Work closely with the Purchasing Manager to ensure that Technicians have the necessary parts and supplies for each job.

• Collaborate with the Director of Service on Technician assignments and workload distribution.

• Communicate with the Controller to ensure seamless coordination on invoicing and job costing.

Required Skills and Qualifications:

• Previous experience in dispatching, customer service, and/or administrative support in a service-based industry.

• Experience using Service Titan software preferred

• Proficiency using Microsoft Office and related programs

• Strong communication skills, with the ability to handle a high volume of calls and customer interactions professionally.

• Excellent organizational and multitasking skills.

• Familiarity with scheduling software, CRM systems, and general computer skills.

• Problem-solving skills with a proactive approach to resolving customer and scheduling issues.

Preferred Qualifications:

• Experience in HVAC, plumbing, electrical, or other field service industries.

• Knowledge of geographical areas served by the company.

Working Conditions:

• Full-time role, generally in-office with standard business hours. May require occasional extended hours during peak service times.

• Fast-paced environment with frequent phone, computer, and customer interaction.