Job description

Our Place Air & Home Repair

Proudly Serving all of central Florida.

We are a family owned and operated business.

Our Place Air & Home Repair is the highest-rated residential HVAC company in central Florida, while also boasting an A rating with the Better Business Bureau. Our Place Air and Home Repair was created, not just to repair and install HVAC systems, but to provide the best possible customer experience. We are the FIRST Google Guaranteed HVAC company in the state of Florida, an Elite Service Provider with Angie’s List and affiliated with Florida power companies! All of this has been accomplished by hiring professionals who possess great attitudes, a willingness to grow and high ethical standards.

Are you a strong leader? Do you enjoy leading others to success? Is problem solving your forte? If so, then we are looking for someone like you! We are looking to add a customer relations and dispatch manager to our expanding and growing team.

As a customer relations and dispatch manager, you will be responsible for leading a team of dispatch and customer relations specialists on a daily basis. Daily tasks will include:

• Demonstrate ongoing proficiency with service appointments scheduling ensuring all daily technician service route requirements are fulfilled
• Plan and conduct daily huddles with the office team
• Daily monitoring of schedules and dispatch board
• Ensure proper customer flow from initial phone call to the completion of their requested project
• Be the point of contact for any questions/concerns/issues from the dispatch team
• Participate in coaching and disciplinary action of office staff, including terminations
• Collect and analyze performance data of staff members
• Answer overflow calls from customers and provide additional coverage as needed which would include some nights/weekends based on business need
• Training new and current dispatcher/customer service specialists
• Establish goals and objectives as they relate to the position, along with plans of action to obtain or succeed the established goals
• Have a good working knowledge of our products and services offered
• Monitor accuracy of all processes being used by dispatchers and customer relations specialists
• Be a positive role model and promote a positive, fun working environment
• Handle upset/irate customer calls
• Go above and beyond to answer any customer questions or concerns and resolve issues
• Communicate with customers through different communication sources
• Handle customer contacts after project completion such as thank you cards, follow-up emails, letters, etc.

As part of your daily duties, you will interact with customers at various levels related to a range of topics and/or issues requiring attention to detail and accuracy of work while maintaining a high-quality standard to ensure customer satisfaction.

Job Qualifications:

• Prior customer service experience is a must
• Prior dispatch experience is highly preferred
• 3+ years in a leadership role
• Excellent communication, customer service and problem-solving skills, including the ability to maintain composure under stress
• Highly organized and able to adapt quickly to changing priorities
• Strong PC skills.
• Ability to pass drug screen and background test

Job Type: Full-time

Salary: $45,000.00 - $60,000.00 per year plus bonus

Benefits:

• Paid vacations
• Employee discount
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Professional development assistance
• Referral program
• Relocation assistance

Schedule:

• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Leadership: 3 years (Preferred)
• Call center: 3 years (Preferred)
• HVAC: 1 year (Preferred)

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Schedule:

• Day shift

Supplemental pay types:

• Commission pay
• Tips

Ability to commute/relocate:

• New Port Richey, FL 34652: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Required)

Work Location: In person

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