Customer Service Representative/Dispatcher

Company: Brisk Air Inc
Location: Coral Springs
Posted on: May 9, 2022

Job Description:

Job Description In the performance of their respective tasks and duties, all employees are expected to conform to the following: 1. Perform quality work within deadlines, with or without direct supervision. 2. Interact professionally with other employees, customers and suppliers. 3. Work effectively as a team contributor on all assignments. 4. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. 5. Learns and embraces the Brisk Air, Inc---s vision and mission statements and works within the scope of the defined position to continually strive to achieve and execute the goals. 6. Have a positive ---can do--- attitude with open dialogue addressing problems, issues and obstacles that prevent you, your fellow team members and the organization from achieving their goals and realizing success. If you have an issue, conflict or problem, bring it to someone who can address and work to resolve it, not just complain about it. Purpose: The function of this position is to: -- Schedule and book the service or sales appointments when clients and prospect call. -- Be available to work Monday through Friday -- Develop profitable sales and acquire customers through our established sales and marketing program. -- Identify new business opportunities by performing direct sales activities and providing support to the administrative personnel as requested. -- Dispatch, manage and allocate resources to meet the expectations of our clients. -- Process paper work from service techs, payments from the customers and respect the confidentiality of all information that they encounter. -- Develop self-generated leads through networking, data mining (from existing client records) and referral generation from previous clients. Customer Service Representative Responsibilities/duties/functions/task 1. Answer the phone promptly and professionally. 2. Call customers to confirm maintenance appointments and schedule as necessary. 3. Work closely with service manager to coordinate scheduling and dispatch. 4. Sell new service agreements and renew existing service agreements. 5. Grow, monitor and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals. 6. Receive, record, and maintain sales lead information, set appointments as necessary. 7. Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate. 8. Ensure the accurate capture, data entry and maintenance of customer information. 9. Work closely with the service, IAQ and sales departments, recognizing and identifying possible sales opportunities facilitating appropriate follow up. 10. Be familiar with our company, products, and services so many questions can be answered without consulting others. 11. Alert managers quickly to significant customer issues, serving as a champion of the customers to our company. 12. Perform dispatching and scheduling of service technicians and other resources. 13. Win the confidence of new clients when they call for service or repairs. 14. Schedule the client appointment and assign/match qualified staff to perform the work. 15. Increase revenue from established customers and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management. 16. Follow-up on all leads, proposal, and potential sales until closed or lost 17. Track lost sales 18. Update the Customer Relationship Management (CRM) system for each interaction. 19. Perform customer satisfaction calls after each visit. 20. Ask for referrals and inform client where and how to make them. 21. Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site. 22. Continuously improve knowledge of HVAC work, and how Brisk Air, Inc operates to benefit the customer. 23. Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals. 24. Regularly review and monitor progress against goals, and seek assistance as needed. 25. Communicate effectively with associates, superiors, vendors and customers. 26. Possess superior interpersonal skills. 27. Efficiently manage time and schedules. 28. Be computer literate to the extent necessary to fulfill this function. Knowledge of Excel and Word is required. Should also be very familiar with the use of smart phones, email and text messaging. 29. Must be capable of understanding client needs, and favorably influence their decision. 30. Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees. 31. Clean, neat and professional appearance. 32. Other duties as assigned Essential Requirements for Customer Service Representative To be successful a person must be competent and be able to perform each of the items listed below, which represents a minimum level of performance for this position. In addition, they must: Comply with Brisk Air, Inc---s drug and alcohol abuse policy and be subject to random tests Exceed standards as described by the respective Brisk Air, Inc policy for: (Items checked) --- Criminal background check --- Driver license check --- Financial and credit check Participate in continuing education as determined by Brisk Air, Inc---s policy Exceed the requirements set in ---Physical Job Performance Requirements--- section of this job description. Maintain attendance as scheduled, arriving on time, and being able to work the full shift. Have outstanding communication skills with coworkers, supervisors, clients, vendors, and others that you encounter. Represent Brisk Air, Inc in a positive manner always, both inside and outside the workplace. Can manage and budget their time effectively. Have knowledge and skills to use Microsoft office to develop and use documents and spreadsheets in the scope of the work. Meet their goals on schedule as set by their supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Qualifications: 1. Is goal driven; able to establish personal goals in alignment with Brisk Air, Inc---s goals. 2. Is highly skilled in the process of customer service, and constantly strive for improvement. 3. Has an excellent technical and application knowledge of our products and services to command the customer's attention and respect. 4. Be organized with exceptional listening skills while being customer oriented. 5. Possess high morals, have a devoted work ethic, personal integrity and honesty. 6. Can effectively communicate with others, including associates and customers. 7. Is mature, flexible, self-confident, and self-motivated. Exemplify professionalism in personal appearance, manner and dress according to acceptable standards set by Brisk Air, Inc. Education: Required: -- High School Graduate, GED, or Preferred: -- Interpersonal communication training Sales and or customer service training Experience: Required -- 2 years in an administrative assistant, customer service role or retail sales -- 1-year Customer service experience or -- Customer issue resolution experience Preferred -- 2 years selling large ticket and high value products to the retail consumer Company Description Brisk Air will be an Industry Changer in our geographical area. Brisk Air---s Vision is to promote an Exceptional Establishment that is Sanctified from the companies that spoil the good of this industry. We are passionate about creating an environment that provides tremendous opportunity for its coworkers, family members, and community, through training, mentorship, and direction. We want The Brisk Air Team, and all associated to feel accomplished, appreciated, valued, and experience the manifestation of success in their lives. At Brisk Air, we understand the importance of finding the right HVAC contractor. The Brisk Air team is highly trained and passionate about our operations. Our communication between ourselves and our highly valued customers is a priority. We have the latest software technology to track our valued customers--- information and equipment history with up-to-date site notes no matter how long in-between visits. We offer upfront pricing for any budget. We offer honest, no-pressure solutions for repairing or replacing your HVAC equipment that will bring peace of mind, not add to your stress. We---re a company that will never run away from a problem and will not consider a job complete until you are 100% satisfied. Our highly trained, gracious technicians are professionals who keep our highly valued customers comfortable, save them money and contribute to their better health. For us, it---s simple. There isn---t an HVAC problem Brisk Air will not have a solution for, and we will do whatever it takes to do the right thing, even when it hurts. We believe it is not always just about an experience when hiring our staff. We believe the best person on the job is the one who cares the most. Those are the people that are always willing to learn, ask questions and go above and beyond expectations. At Brisk Air righteousness is the authority. We are there for you and committed to you at the highest level of service. We promise you will feel the Brisk Air difference

Keywords: Brisk Air Inc, Pompano Beach , Customer Service Representative/Dispatcher, Professions , Coral Springs, Florida