Job Description

Job Title: HVAC Dispatcher/ Call Center Manager Company: Carolina Climate Control Location: West Ashley, Charleston, SC

About Us: Carolina Climate Control is a locally owned and operated heating, ventilation, and air conditioning (HVAC) company based out of West Ashley. We prioritize quality service and building trust in the Lowcountry through exceptional customer satisfaction. As we continue to experience rapid growth, we are seeking a detail-oriented HVAC Dispatch/ Call Center Manager to join our dynamic team and contribute to our success.

: We are looking for a detail-oriented and customer-focused individual to oversee our residential HVAC dispatch operations and manage our call center team. The Residential HVAC Dispatcher/Call Center Manager will be responsible for coordinating service calls, dispatching technicians, and optimizing scheduling to maximize efficiency and customer satisfaction. Additionally, this role will involve managing the day-to-day operations of our call center, including supervising staff, monitoring performance metrics, and implementing process improvements.

Responsibilities:

• Oversee the scheduling and dispatching of service technicians for residential HVAC repair, maintenance, and installation jobs.
• Coordinate with customers to schedule service appointments, confirm appointments, and address any scheduling concerns or changes.
• Monitor service technician availability, workload, and travel times to ensure efficient routing and scheduling of service calls.
• Maintain communication with service technicians in the field to provide updates, address issues, and ensure timely completion of service jobs.
• Manage a team of call center representatives, providing training, coaching, and performance feedback to ensure exceptional customer service and adherence to company policies.
• Develop and implement procedures and protocols to optimize call center operations, improve efficiency, and enhance customer satisfaction.
• Monitor call center metrics, including call volume, response times, and customer satisfaction ratings, and take action to address any performance issues or trends.
• Handle escalated customer inquiries or complaints, resolving issues promptly and effectively to ensure a positive customer experience.
• Collaborate with other departments, such as sales, operations, and management, to coordinate resources and support company objectives.
• Stay informed about industry trends, best practices, and technological advancements related to residential HVAC dispatching and call center management.

Requirements:

• Proven experience in residential HVAC dispatching, scheduling, or field service coordination.
• ServiceTitan CRM experience preferred.
• Previous experience managing a call center or customer service team, preferably in a related industry.
• Strong communication and interpersonal skills, with the ability to effectively interact with customers, technicians, and team members.
• Excellent organizational and time management abilities, with a focus on prioritizing tasks and meeting deadlines in a fast-paced environment.
• Proficiency in HVAC scheduling software or dispatching systems is preferred.
• Ability to analyze data, identify trends, and implement process improvements to optimize operations.
• Leadership skills, including the ability to motivate and mentor team members to achieve performance goals.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Knowledge of residential HVAC systems, terminology, and industry practices is a plus.
• High school diploma or equivalent; additional education or training in business management or HVAC-related fields is desirable.

Benefits:

• Competitive compensation structure, with a salary range of $45,000 to $65,000 per year.
• Comprehensive benefits package including medical, dental, vision, and 401(k) with company match.
• Paid time off (PTO) and 10 paid holidays per year.

Schedule:

• Full-time, Monday to Friday, Fully on-site
• 8 hour day + 1 hour lunch

Apply Now: If you are a detail-oriented individual with a passion for customer-focus and experience with HVAC dispatch and call center management, we want to hear from you. Join our team at Carolina Climate Control and be part of our mission to provide quality HVAC solutions to our community. Apply by sending your resume and cover letter to [email protected]

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• HVAC Industry: 1 year (Preferred)

Ability to Relocate:

• Charleston, SC 29407: Relocate before starting work (Required)

Work Location: In person

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