Customer Services Support Operator 1

Description:
Experience supporting HVAC mechanical and security for sending dispatchers.
Dispatching for 89 technicians
Must be Reliable
Mechanical knowledge if they get a call will know the difference for automation and mechanical support. Can understand the lingo of what the customer needs support with
Would like to convert but unable at this time. Possible in the new year
Office moving so partially remote. (be discussed during interview)
Goal is someone familiar with the Raleigh NC environment. Where dispatching will primarily be done.
Currently Short 2 dispatcher and replacing.
Having knowledge of HVAC is HUGE since this is who they will be dispatching technicians for.
SAP a HUGE plus
MS Office Suite
Will be completing Service coordination.
Taking calls and email requests for dispatching technicians.
Hybrid but need to be Raleigh NC.

Responsibilities:
Support inform prioritize and coordinate activities and resources across branch offices and the Digital
Service Center.
Act as primary point of contact for service customers to ensure expectations are met.
Handle incoming service requests via phone or email resulting in a service work order and scheduled or
dispatched personnel.
Schedule resources to support standard service agreements.
Handle decisions regarding the scheduling and movement of resources and material based on the nature
of service calls urgency contractual obligation and availability.
Order and track parts and subcontractors in support of maintenance plans and service calls using the
service platform.
Evaluate timeandmaterial (T&M) service orders for completed costs and scope of work; process invoices
in accordance with standard billing practices.
Proactively follow up with customers after completion of service to ensure a high level of satisfaction with
the quality of work.

Qualifications:
High school diploma or staterecognized GED required; Associate degree preferred
Excellent organizational and interpersonal skills
Ability to read and understand customer service contracts
Familiarity or experience with HVAC Fire Alarm or Security systems preferred
Proficient in Microsoft Office and business software systems (e.g. SAP)
Good verbal and written communication skills in English
Qualified applicants must be legally authorized for employment in the United States