Hybrid Customer Service Rep/Dispatcher (San Diego) bei Brian Cox Mechanical Inc

Description

With over 35 years of experience as a commercial HVAC contractor, Brian Cox Mechanical is passionate about leading our industry and market when it comes to providing HVAC services from beginning to end. We can truly take a “napkin” drawing from inception through design, installation, commissioning, and provide long term maintenance and service for the life of a project. We’ve achieved this by cultivating a talented team with the right attitude.

Brian Cox Mechanical, Inc. (BCM), an industry leading HVAC contractor headquartered in Poway California, is looking for an experienced Customer Service Admin/Dispatcher.  Service Dispatcher/Customer Care Professional is responsible for delivering world class customer service to our clients. Responsible to proactively schedule, assign, and dispatch Field Technicians to meet customer service requirements. Consistently communicating an ETA and conducting regular transactional follow up for each call. Responsible for updating customers on work order status in a timely manner and ensuring a solution has been presented on each call. Advances work orders through the service delivery process quickly and accurately. Works with contracts admin., field personnel and service leadership to ensure field staff is organized and efficient. 

Duties and responsibilities

• Communicates ETA to customers and completes a follow-up call after each service.
• Prioritizes workload to complete PMs on time in the month scheduled.
• Groups PMs and repairs geographically and schedules them together, when possible, to improve efficiency.
• Schedules and dispatches all work orders—including preventive maintenance, quoted approvals, equipment start-ups, and customer service requests—ensuring deadlines are met.
• Provides timely, organized information to both Field Technicians and customers via email, phone, and customer portals to support efficient job completion.
• Tracks work orders from creation through scheduling, completion, and approval for billing and invoicing.
• Ensures a solution is presented to the customer for each call by encouraging on-the-spot approvals or by confirming Field Technician has submitted their quotes. 
• Processes, issues, and closes out all POs daily, including Truck Stock, Truck Tool POs, and blank POs for the assigned team.
• Orders all PM filters in advance.
• Keeps managers and supervisors informed of customer issues in a timely manner.
• Reviews and approves technician time entries.
• Communicates cross-functionally with management, Contracts, Accounting, Sales, and Technicians to ensure alignment on customer requirements.
• Responds promptly and professionally to internal and external customer inquiries.
• Completes service department reports as required, including PM completion percentages, open work order status, and other specialized reports.
• Performs other reasonable tasks as requested by the Company. 

Requirements

• High School Diploma or Equivalent
• 5+ experience in clerical role 
• Excellent customer service skills 
• Team player
• Ability to follow operation procedures 
• Ability to read and write English
• Ability to assist and support others
• Ability to analyze data to make decision
• Strong communication skills 
• Ability to work in a fast-phased environment 
• Self-motivated
• Detail oriented
• Proficient in Microsoft Office
• Strong problem-solving ability
• Ability to resolve issues constructively
• Good phone and email etiquette 

Preferred Skills 

• Bachelor's or Associate's Degree 
• Trade Knowledge
• Experience in service industry 

Supervisory Responsibilities

• This job has no supervisory responsibility

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable qualified individual with disabilities to perform essential functions. The work environment for this position is an office setting. 

Physical requirements

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers, reach with arms, talk and hear. Regular use of basic office equipment such as a telephone, computer, keyboard, mouse, and copier. The employee will occasionally be required to stoop, kneel, and crouch. The employee may occasionally lift and/or move up to 20 pounds.