Piedmont Service Group
  • Operations
  • Raleigh, NC, USA
  • $16.00-$22.00/hr DOE
  • Hourly
  • Full Time

Piedmont Service Group is a privately held company that has been in business since 1971. We have approximately 275 employees working out of our offices across the states of North Carolina, South Carolina and Virginia. At Piedmont Service Group we value our employees and offer training to advance you to the next level in your career. We are currently looking for an experienced Customer Service Representative/Dispatcher to join our team. If you are looking for growth and want to join a company that puts their customers first we are the company for you.

Work Hours: 8:00a to 5:00p, some overtime as needed

Pay Scale: $16.00-$22.00/hr DOE

Position Summary: The Customer Service Representative will provide exceptional customer service to our customers by meeting or exceeding customer requirements and commitments through the leadership and optimization of company resources (skilled manpower, skills matching to customer requirements, scheduling/dispatch of field service technicians). They will Implement customer service and applicable business processes (dispatching, call processing, transaction management, invoicing) and assist in continuous improvement of these processes. Drive first time quality into every customer interaction and transaction. Support Spot work sales with accurate and timely customer quotes and follow-up.

Primary Duties Include:

  • Supporting company initiatives specific to customer service and utilization of the dispatch and work order systems/tools including but not limited to Key2Act, MobileTech, etc.
  • Providing timely daily coordination of Service Technicians to perform scheduled maintenance and repairs to assure Customer commitments are met
  • Giving critical thought and attention to the optimized scheduling of technicians to ensure minimal travel time waste, optimal customer schedule requirements, and correct application of technical talent.
  • Understanding how to identify commercial situations such as call backs, proactive man
  • Interacting with Customers to meet their needs as well as Service Managers, Field Supervisors, Technicians,
  • Operations Support, Service Accountant, and Sales Reps to facilitate meeting Customer's needs
  • Quoting repair work to customers and any applicable follow-up requirements
  • Participating in the development of invoicing for repair work to customers.
  • Working with A/R Department on current Customer status
  • Work with Service Managers and other groups on cross functional support requirements such as sales and/or service project warranty issues
  • Leveraging strong communication skills to proactively manage customer expectations and avoid foreseeable customer issues by planning ahead and/or proactively communicating.
  • Identifying ways to extract value and competitive advantage from our work systems such as ensuring equipment is entered and all call slips get equipment assignments (if applicable) so that asset management is effectively achieved.

Requirements include:

  • Must have clear, concise communication skills, both verbal and written.
  • Must have basic knowledge of commercial and industrial HVAC equipment and Building Automation System applications. Foundation for scheduling, dispatch and well-informed business decisions.
  • Effective user of Microsoft Office (Outlook, Excel, Word)
  • Expert with MobileTech service management tools and apps.
  • Expert with Key2Act / WennSoft / Great Plains software dispatch tools and customer / contract tools.
  • Expert with phone system / professional phone skills,
  • Key2Act / WennSoft / Great Plains Software experience.
  • MobileTech service management tools and apps.
  • Understanding of Automated Call Distribution (ACD) phone systems is a plus.
  • Must be expert on dispatch computer software and smart device support.
  • Must have functional expertise on graphical and publishing software packages
Piedmont Service Group
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