Customer Support Representative / Dispatcher
Customer Support Representative / Dispatcher
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Job Description
Position: Customer Support Representative / Dispatcher
Location: Charlotte NC
Employment Type: Full-Time In-Person
MCI is looking for a Customer Support Representative / Dispatcherto coordinate incoming customer calls schedule technicians and ensure customer satisfaction though the process. This position in Charlotte NC and reports directly to the Service Manager. This is a fast-growing position giving an individual the opportunity to shape and craft their work process as our growth continues in the MCI Service & Controls Group.
Company Overview
MCI is a well-established mechanical subcontractor dedicated to delivering exceptional quality in the design installation and maintenance of building systems. With a history dating back to 1948 MCI has a strong commitment to providing team members with challenging opportunities a safe work environment and a healthy work-life balance. As a 100% employee-owned organization we are on the lookout for dedicated individuals who are passionate about their careers and want to grow alongside us.
Dont just take our word for it: our employees voted MCI a Certified Great Place to Work.
Essential Duties
- Intake service line telephone communications and aid the customer with questions comments and concerns.
- Prioritize organize and communicate incoming calls with Customer Support Team to be scheduled with the service technicians.
- Maintain the Service Technicians daily schedules and assist in dispatch of the technicians as service calls are completed.
- Schedule return trips with customers when parts are in.
- Maintain the on-call schedule for service technicians.
- Maintain customer database with current information.
- Clear and concise communications with department managers employees and company customers including keeping customers apprised as to company schedule and requested lead-times.
- Communicate with the technicians as needed to continue service process and relay details to customer.
- Utilize our Service Management software (Viewpoint Vista) to create dispatch and complete work orders as well as assign purchase orders as needed.
- Schedule and communicate quarterly service maintenances for current contract customers
- Maintain customer service email account; relaying information back to customer or forwarding to appropriate parties.
- Provide accounting with maintenance contract billing information.
- Prepare service invoices and timecards for processing.
- Other duties as assigned.
Qualifications
- High school diploma or GED required
- Two (2) years of related experience in customer service dispatching or project coordination preferred
- Knowledge of HVAC equipment and systems is a plus
- Outgoing friendly and team-oriented with strong interpersonal skills for working with customers technicians and vendors
- Strong computer proficiency including Microsoft Office; experience with dispatch or customer management software preferred
- Excellent attention to detail and ability to multi-task in a fast-paced environment
- Strong work ethic punctuality and accountability
- Strong customer service skills and commitment to quality
- Geographic knowledge of the Charlotte service area or map-reading/navigation ability
Compensation
Hourly non-exempt. Compensation is based on experience and education with a typical range of $52000 to $72000 per year.
MCI Career Benefits
At MCI we believe in investing in our team members. We offer comprehensive benefits including:
- Robust medical dental and vision insurance options.
- Generous paid time off (PTO) plan based on tenure.
- Short- and Long-Term disability coverage.
- Individual and partner life insurance.
- Empowering 401k program with an impressive company match.
- Participation in our Employee Stock Ownership Program (ESOP).
Employee ownership means that you dont just work at MCI you own a piece of MCI. You contribute your ideas effort and teamwork to increase the companys performance and profitability which then goes back to you as a shareholder. ESOP participants have 2.2 times as much in retirement plans and 20% more financial assets overall compared to non-ESOP companies.
We cant make you rich overnight but if you commit to MCI our ESOP ensures that our success is your success.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
