CSR & Dispatcher

Summary: Tempo’s Mechanical Dispatcher and Customer Service Representative works daily with Start Up and Warranty Technicians to maintain and repair heating, ventilation, and air conditioning systems. They organize service calls to ensure technicians are dispatched to various locations promptly and maintain work schedules for field technicians, ensuring all customer commitments are met. Additionally, they provide logistical support to technicians and communicate with both partners and clients, keeping clients informed about the progress of service operations while ensuring cost-effective operations.

As a top-notch first impression specialist, they are committed to providing exceptional customer service by answering all incoming calls, scheduling appointments, and addressing or redirecting customer concerns. They also perform other duties as assigned, contributing to the overall efficiency and effectiveness of service operations.

Reports To:  Customer Experience Manager

Essential Duties and Responsibilities:

• Answer and schedule inbound warranty calls.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Promoting our Club Memberships
• Navigate our company database platform proficiently.
• Building customer relationships while assisting customers professionally and accurately.
• Dispatch, manage and allocate resources to meet the expectations of our clients.
• Call customers to confirm appointments and schedule, as necessary.
• Follow up with phone calls upon completion of work performed.
• Communicate clearly, precisely, and in a friendly manner with associates, superiors, vendors, and customers.
• Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.
• Ensure the accurate capture, data entry and maintenance of customer information.
• Be familiar with our company, products, and services so many questions can be answered without consulting others.
• Alert managers quickly to significant customer issues, serving as a champion of the client to our company.
• Perform dispatching and scheduling of Start Up and Warranty technicians and other resources.
• Win the confidence of new clients when they call for service or repairs.
• Schedule the client appointment and assign/match qualified staff to perform the work.
• Update the Customer Relationship Management (CRM) system for each interaction.
• Continuously improve knowledge of HVAC work, and how Tempo Service operates to benefit the customer.
• Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.
• Efficiently manage his/her time and schedules.
• 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.
• Other duties as assigned.    

• Friendly, outgoing.
• Upbeat, professional, and enjoys helping people.
• Genuine empathy toward customer’s problems.
• Knowledge of the HVAC industry and terminology is recommended but not required.
• Able to multitask, prioritize, and manage time efficiently.
• A willingness to help in all areas within the department…a TEAM PLAYER.
• Detail oriented.
• Able to process high volumes of work with accuracy.
• Possess superior interpersonal skills.
• Excellent customer service skills.
• Geographical knowledge of the DFW service area or map reading skills.
• Knowledge of the HVAC industry and terminology is recommended but not required.
• Able to multitask, prioritize, and manage time efficiently.
• Pass a pre-employment drug screen and criminal background check.

Education and/or Experience:

• High school degree or equivalent.
• Minimum of two years’ experience of Customer Service and/or relevant experience required; Experience in HVAC or construction is a plus.
• Basic knowledge of Microsoft Office applications (Outlook, Excel, and Word).
• Excellent written and verbal communication skills
• Product knowledge of Tempo’s services a plus.

Physical Requirements:

• Must be able to sit for long periods of time.
• Must be able to work varying shifts including days, nights, and weekends.

Language Skills:

Bilingual (English/Spanish) preferred. 

Benefits:

• Employee ownership (ESOP) with weekly Employer Match
• Stock accumulation plan based on continuous service
• Competitive pay
• 120 hours PTO
• Bereavement Pay
• 7 Paid holidays
• 1 Floating holiday
• Health Insurance (company pays approx. 70% of medical coverage chosen, Dental, Vision Insurance (optional)
• $25,000 life insurance/$25,000 AD&D (additional voluntary life/AD&D products available)
• Disability income protection plan (Short-Term & Long-Term Disability, paid by company)
• 401 (k) savings plans – 20% Employer Match
• Continuing education and training programs

Tempo Inc. is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, creed, sex, national origin, sexual orientation, disability status, veteran status, marital status, or any other category protected by applicable law.