Remote Customer Service Manager in ML Logistics

JOB DESCRIPTION: Remote Customer Service Manager

We service, repair, replace, and install residential and commercial HVAC systems. Our customers trust us because of our quick, honest, and reliable service. Our projects include residential customers as well as owners of small commercial buildings.

We strive to devote all of our energy to addressing our customers' heating and cooling issues in a professional manner. Their concerns are resolved transparently because we are committed to putting the customer above the product.

We are looking for a talented, honest, and hardworking individual to join our small team. Under the direct supervision of the business owner, this person in the dispatch position will be the primary point of contact for customers through calls, texts, and emails. The dispatcher will assess the nature of the request, create jobs in the service management software, and dispatch service calls accordingly.

This role also requires maintaining an accurate scheduling system to monitor call status in real time, reviewing unfinished jobs to confirm their status with technicians, and contacting supply stores to inquire about or order parts.

WHAT DOES YOUR ROLE INVOLVE?

Receive inbound calls, texts, and emails; identify the nature of each request and document all information according to standard operating procedures, then dispatch technicians accordingly.

Provide customers with updates and estimated times of arrival.

Continuously monitor and update the scheduling board to ensure service calls are dispatched to technicians in a timely manner.

Enter new customer information into the software, and update and maintain existing customer records.

Manage and resolve customer complaints.

Verify technician check-in and check-out from jobs in the field.

Monitor outstanding jobs by reviewing provided reports to determine why jobs have not been completed. Ensure all costs have been applied and work orders are complete.

Perform any other duties and responsibilities assigned by the owner.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

Ability to handle multiple communication channels in a fast-paced and hectic environment during the summer months, typically from May through September.

Detail-oriented with the ability to multitask and strong organizational skills.

Must be able to use a headset and computer while navigating multiple systems to input and retrieve information.

1–2 years of data entry or call center experience.

Comfortable learning and using new software.

Excellent written and verbal communication skills in English.

A driven self-starter with a strong work ethic who can take initiative and follow through on commitments.

Highly organized with demonstrated ability to multitask.

This individual must be responsible and reliable, with regular attendance required. This is a full-time position, Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time (6:00 PM to 3:00 AM Kyiv Time). Eight hours per day are required.

Specific vision abilities required by this job include close vision and distance vision.

EQUIPMENT AND WORK ENVIRONMENT REQUIREMENTS

Minimal background noise.

No distractions in the work environment (no kids or dogs in the background).

Minimum internet speed of 10 Mbps.

Reliable and consistent internet access (battery backup system recommended).

Computer with microphone, camera, and headset.