- Schedule and dispatch service technicians from customer calls and service contracts to specific locations for routine maintenance and emergency repairs, verify receipt of call by technician
- Answer and direct inbound phone calls
- Text technicians and track locations using GPS applications
- Manage technician check-in and checkout daily
- Manage on-call schedule and communications with contact center
- Alliance super-user mobile phone support
- Part house purchase and tool orders
- Manage warranty process and work scheduling
- Process specialty job requests (scientific, etc.) with time and materials/quotes
- Prepare and analyze customer quotes for service
- Ability to prioritize calls and leverage appropriate workforce
- Respond to customer difficulties with billing and service
- Communicate work orders, messages and information to or from supervisors or technicians
- Confer with customers/management to address questions, problems, or requests for service
- Assign technicians and work order or purchase order number
- Close work tickets and contact customers for feedback regarding performance/quality
- Respond and review calls taken by call center
- Obtain COD information and notify credit to send an application for credit approval to new customers
- Additional responsibilities as assigned
Requirements:
- High school diploma and 5 years of related experience and/or training; or equivalent combination of education and experience; associate degree preferred
- Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment
- Strong communication skills, verbal and written, required.
- Intermediate to advanced proficiency in Microsoft Office Suite
- Strong organizational, time management skills, and high attention to detail
- Flexibility to work outside normal working hours, as required.
- Working knowledge of refrigeration/HVAC a plus
- High level of professionalism and diplomacy
- Superior customer service skills
- Excellent telephone and communication skills with ability to handle high volume of calls
- Demonstrated ability to make decisions, learn quickly, think rationally and exercise good judgment
- Work effectively in diverse team environment
Hussmann International, Inc. is an Equal Opportunity Employer
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